Job Description

NEXIEN ( is hiring an employee who has experience in technical help desk support.

Employee Requirements:

• Must be able to pass drug and background screening.
• Must be able to present a fingerprint card prior to the start date.
• Must be able to work onsite and travel between multiple locations.

Hours and Location:

• Work location will be at multiple schools/locations within Baltimore County.
• Work hours will be determined during hire but will be 7.5 hours per day between the hours of 7:00 AM and 4:30 PM.
• Workdays are M-F. No holiday pay or school closing pay will be paid.
• Travel is a part of this position’s duties.
• BCPS does not pay mileage for contractor positions.

Responsibilities:

• Communicates with all levels of customers.
• Installs and configures applications and other supported software packages.
• Performs basic troubleshooting and triage of computers via remote computer access and phone.
• Resolves routine issues and problems related to hardware and software.
• Creates tickets for all problems called into the Technology Helpdesk.
• Quickly escalates issues and problems that are not resolvable as necessary.
• Assists clients with resolving device related issues via telephone support.
• Helps determine technical needs of supported systems.
• Participates as team member on projects.
• Records activities in the service desk software system.
• Updates/Creates internal supported system documentation.
• Communicate technical issues, risks, and approaches to clients.
• Performs other duties as assigned.

Required Skills:

• Possession of a high school diploma or an appropriate equivalent, plus one year of experience in an inbound call center environment
• Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency.
• Experience with remote troubleshooting preferred
• Possession of a valid class C Maryland driver's license or an equivalent is required

Desired Skills:

• Possession of A+ (Remote Technician) and Network+ certification is preferred
• Knowledge of computer operations and support
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components
• Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities
• Skill in establishing and maintaining effective working relationships
• Skill in effectively prioritizing assignments and tasks
• Skill in communicating clearly and effectively
• Ability to provide consistent quality customer service
• Ability to deescalate customers
• Ability to maintain confidential information

Others

• Training is held on-site for one to two weeks.

Job Types: Full-time, Contract

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule :

• 7.5 hour shift
• Day shift
• Monday to Friday

Work Location: In person

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