What are the responsibilities and job description for the End User Support Analyst- Tier 2 position at DMI?
About DMI:
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About the Opportunity:
Qualifications:
Required and Desired Skills/Certifications:
Additional Requirements:
Min Citizenship Status Required:
Physical Requirements: No Physical requirement needed for this position.
Working at DMI
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
DMI is a global professional services company that specializes in digital strategy, design, transformation, and support. More than your basic systems integrator or big-box advisor, we are a new breed of partner that blends human-centric consulting and design with agile engineering, delivery, and global scale. We believe that digital transformation is an end-to-endless evolutionary process that requires technology solutions and partners that meet organizations where they are. Consultants at the core, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for more than a hundred Fortune 1,000 enterprises, various state and local government agencies and all fifteen U.S. federal departments. DMI has grown to 2,100 employees globally and has been continually recognized by top industry analysts as well as a Top Workplace in the USA and Remote.
DMInc.com | Careers | Twitter | LinkedIn |Facebook
DMI is looking for a an End User Support Specialist. The End User Support Specialist is responsible for supporting one or more State of Maryland agencies with all of their end user technology needs. This includes, but is not limited to, maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which is specific to each agency’s needs.
Duties and Responsibilities:
- Installation and maintenance of hardware such as printers, scanners, or other devices. Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.)
- Installation of applications software and customization as required.
- Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance.
- Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
- Install, test, and support new and existing software.
- Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLA’s and meet/exceed customer expectations.
- Document all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users. Create user accounts and management of account privileges.
- Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers.
- Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes so as to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.
Qualifications:
Education and Years of Experience:
- Prefer at least an Associates degree but not required
- 5 years of Help Desk/Desktop support experience required.
Required and Desired Skills/Certifications:
Preferred to have A , Network or ITIL Certification
Additional Requirements:
Min Citizenship Status Required:
Physical Requirements: No Physical requirement needed for this position.
Location: Annapolis, MD onsite and may need to travel other client locations as needed
Working at DMI
DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
- Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community.
- Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience.
- Development – Annual performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
- Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
- Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
- Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
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