Desktop Specialists - Page Mechanical Group : Job Details

About Our Company:

Delmock Technologies, Inc. (DTI), is a leading HUBZone business in Baltimore, known for delivering sophisticated IT (Information Technology) and Health solutions with a commitment to ethics, expertise, and superior service. Actively engaged in the local community, DTI creates opportunities for talented residents while maintaining a stellar reputation as an award-winning contractor, earning accolades like the Government Choice Award for IRS (Internal Revenue Service) Systems Modernizations.

Location:

This is a hybrid role, working in the Laurel, MD office 3 days out of the week.

Role:

Delmock Technologies, Inc. is seeking IT Desktop Support Analysts that will be responsible for providing first and second-tier technical support to end-users, ensuring efficient resolution of technology issues. The position requires strong problem-solving skills, a customer-oriented approach, and the ability to work with cross-functional teams to resolve technical challenges promptly.

Responsibilities:

• Troubleshoots and resolves hardware, software, and network connectivity problems related to desktops, laptops, tablets, smartphones, printers, scanners, and other devices.
• Supports a variety of commercial software applications, ensuring optimal functionality and user satisfaction.
• Provides telephone and in-person support to users in directories, standard Windows desktop applications.
• Provides hardware, software, and network problem diagnosis and resolution via telephone or onsite for end users.
• Provides application support on all Endpoint (desktop, tablet, smartphones, etc.) platforms.
• Installs, repairs, and supports all endpoint devices, applications, printers, faxes, and other office equipment.
• Contributes information for IT FAQs, knowledgebase, and instructions to address commonly experienced technical issues related to configuration, hardware, networking, and applications.
• Develops and executes documented, repeatable processes to troubleshoot desktop services and systems and recommend improvements.
• Maintains an inventory of IT-related assets, including hardware and software on each desktop computer system.
• Identifies recurring incidents and trends and escalates appropriately.
• Interacts with customers, via multiple communications methods, per established customer service and quality guidelines.
• Ensures that requests for assistance are properly logged, assigned, and responded to promptly and according to set Service Level Agreements and procedures.
• Follows up on support requests.

Minimum Requirements:

• High School Degree or Equivalent.
• Three (3) Years of Active Directory, Windows OS, SCCM, ITIL Methodologies.
• Working knowledge of remote connectivity tools (SCCM, Maas360, Azure, Intune).
• Working knowledge of installing, configuring, and troubleshooting computers in a managed Windows network environment.
• Knowledge of computer hardware and software and general office equipment including copiers, faxes, scanners, tablets, Smart Phones, etc.
• Knowledge of all Microsoft systems and Microsoft Office (including Outlook) including installation and configurations management.
• The ability to troubleshoot moderate to complex issues.

Preferred/Nice to Have Skills:

• Associate's degree.

Clearance:

• The ability to pass a background check is required.

Recently ranked as high as #3 among HUBZone Companies in a GOVWIN survey, DTI offers a dynamic environment for those passionate about impactful projects, community involvement, and contributing to top-ranking Federal and State Commissionaires project support teams.

At DTI, we balance continuous growth and innovation with a strong dedication to corporate social responsibility. Join our talented team and be part of a company that values both professional excellence and community impact. Explore the exciting career opportunities awaiting you at DTI!

DTI is committed to hiring and maintaining a diverse workforce. We are an equal opportunity employer making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.