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Engineer, Systems Associate

9bjdnw2mlhip8doaz2t0q9w4wphk960418ms6mtfp5oxvgnr76bfafpnr8c62y27 · 30+ days ago

Owings Mills, MD, US

$107k+
Estimation

Full-time

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Engineer, Systems Associate

Location: Owings Mills, MD
Duration: 12 months with possible contract to hire

Description:
Purpose:
The Desktop Support, Hardware, and Asset Management Technician will provide the IT organization with Desktop Support Services, hardware, and software support and assist with the management of the asset processes.
This will be accomplished by working with the End User Support Manager, End User Computing Manager, Hardware Asset Management Process Owner, and IT stakeholders to ensure all systems are being maintained and processes are being followed.
This position should have a basic understanding of Hardware Asset Processes to assist with all aspects of the asset management process.

Essential functions:
60% Installs, tunes, upgrades, troubleshoots and maintains all computer systems relevant to the supported applications and hardware equipment.
25% Handles asset management functions including, scanning and tracking devices, assisting with receiving and unpacking systems, prepping and shipping systems, and gathering equipment for disposal.
10% Develop and implement techniques to prevent system problems, troubleshoot incidents to recover services and support root cause analysis
5% Evaluate new systems by performing in-depth tests, including end-user reviews.
Researches software and related products to support recommendations and purchasing.
Determines systems integration issues by evaluating components; developing and completing performance tests; analyzing test data; studying project requirements; analyzing user and potential user input; and evaluating similar and related products and systems. Develop system automation and system integration of business processes.

Qualifications
Strong Service Delivery Focus and customer management skills.
Knowledgeable of ITIL Foundations V3 or V4
Assist with the onboarding process, prepping and deploying systems
Resolve technical problems with LAN, WAN, VPN, WiFi, Print Servers and other back-office systems.
Generate/Track/Close tickets for all IT-related issues in a timely and consistent manner as defined by our SLA policies while maintaining a positive customer satisfaction rating.
Work closely with 3rd party vendors providing various technology services.
Work closely and actively as part of a broader team of IT professionals. In addition, help provide coverage and support as needed.
Ensure documentation is captured appropriately and is easily accessible to the broader IT team.
Some heavy lifting is required at times (over 25 lbs).
Manage our asset life cycle and IT procurement process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes.

Education level:
Bachelor's Degree

Education details:
Information Technology or Computer Science

In lieu of education:
In lieu of a Bachelor's degree, an additional 4 years of IT Support experience with asset management knowledge

Preferred qualifications:
Knowledge, Skills, and Abilities (KSAs)
Strong Customer Support and professionalism skills
Must be able to Multi-task., Proficient
Excellent planning, organizational, analytical, and technical skills
Proficient in Microsoft Office applications., Proficient
Ability to collaborate to solve technical problems across teams., Proficient
Excellent communication skills both written and verbal., Proficient
Some heavy lifting is required at times (over 25 lbs).

The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs.
Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Additional skills:
Technical Support:
ITIL Foundations Knowledge
Customer Service
Communication Skills

As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability. •

Last updated on Nov 15, 2023

About the company

9bjdnw2mlhip8doaz2t0q9w4wphk960418ms6mtfp5oxvgnr76bfafpnr8c62y27

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