Job Description

Position : Tier II Technician

Location: Windsor Mill, MD (onsite)
Duration: Contract to Hire

Job Description:

Company is looking to improve and advance our organization. Our program is focused on the delivery of end-user centric IT technology solution to our Centers of Medicare and Medicaid (CMS) customer where we are challenged to provide ongoing innovative and seamless experience while using CMS systems, applications and solutions, provide proactive secure development of IT integrations, concepts, and designs across the CMS enterprise and integrate end-user computing devices, infrastructure hardware and software, and user applications into a streamlined and seamless experience across the CMS user base. We foster a positive end-user experience while ensuring protection of the data.

As a Personal Computer Support Technician, you will configure and image computer workstations for CMS’ Computer Upgrade project. In this position, you are expected to pose exceptional communication, technical, and analytical skills. You will work closely with other members of the Customer Support Service team as well as Endpoint Engineering team to remediate reported configuration/imaging issues in a timely and professional manner.

Primary Responsibilities

Under the direction of the Customer Support (Tier 2) Lead, you will be responsible, to include, but not limited to:
Image and configure computer workstations in accordance with the program policies and procedures.
Configure computer workstations post-imaging process.
Transport computer workstations between Imaging and Warehouse areas.
Identify potential problems and provide recommendations for improvements.
Work individually, actively participates on integrated teams.
Analyze root causes and resolves issues.

Basic Qualifications:

Associate degree with 3+ years of experience. Additional years of relevant experience will be considered in lieu of a degree.
Competency in ServiceNow ITSM tool.
Proficient in Active Directory account management.
Proficient in utilizing JIRA to provide updates to projects/tasks.
Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.
Experience installing, configuring, and troubleshooting hardware, software, and peripherals.
Experience working in a team-oriented, collaborative environment.
Demonstrated ability to work independently to perform responsibilities effectively and efficiently.
Demonstrate strong analytical and problem-solving skills.
Ability to communicate technical concepts to technical and non-technical audiences.
Aptitude and enthusiasm for learning and teaching new technologies.
Ability to establish and maintain productive working relationships with all levels of staff and the customer.
Collaborative and works as part of a team to successfully achieve common goals.
Empathetic, honoring the consumer and what they are feeling.
Passionate about helping others.
Self-Confident and able to diplomatically express views that may be unpopular.
Actively Listens and can quickly distill provided information and insights.
Conscientious, organized, and dependable; always meets deadlines and commitments.

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.

Preferred Qualifications

Technical Certifications in any one of: MCP, Dell/EMC, CompTia A+, Network+

Job Type: Contract

Pay: $35.00 - $38.00 per hour

Schedule: