IT Technical Support Specialist -  Baltimore Office - Len the Plumber 

JOB SUMMARY/OBJECTIVE:

The IT Support Specialist will provide support to field and office end users on a variety of issues. The employee will respond to telephone calls, email and personnel requests for technical support of PC, tablets, smartphones and VoIP service. 

ESSENTIAL JOB FUNCTIONS:

Desktop Support

• Leads the research, analysis and support of business processes, application needs and problems for users. 
• Exercises responsibility for the coordination and application of established procedures related to information systems operations and for ensuring the accuracy and timeliness of system output. 
• Documents established procedures and provides input and direction to create new procedures.
• Serves as the primary contact for and documents all software related issues and patches with sensitivity to response time
• Creates reports to collect, collate and analyze data using a variety of software such as Crystal Reports or other software as directed.
• Performs basic desktop, network and printer troubleshooting functions at the desktop level for users.
• Provides assistance, advice, problem solving, and technical information to users regarding the use of all software applications. 
• Train as a ServMan Mobile Super User to support implementation of ServMan Mobile and act as Tier 2 desktop support
• Acts as a liaison with users regarding the status of their requests. 
• Ability to travel to remote locations as needed 
• Lead coordinator for web-based teleconferences across branches utilizing AV equipment

Mobile Device Management

• Familiar with Android device platforms
• Administer and provides support for mobile phones and tablets
• Vendor Management
• Manage and adhere to monthly budgets
• Maintain current and accurate inventory of devices
• Provide orientation to new users of existing technology

Project Management

• Research current and potential products and services and provide recommendations about purchase of technology resources in accordance with our 3 year Strategic Plan
• Plan the project: Define the scope of the project in collaboration with senior management. Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project. Determine the resources (time, money, equipment, etc) required to complete the project
• Staff the project: Manage project staff and/or volunteers according to the established policies and practices of the organization.  Ensure that personnel files are properly maintained and kept confidential.
• Implement the project: Execute the project according to the project plan.  Develop forms and records to document project activities. Set up files to ensure that all project information is appropriately documented and secured.  Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project
• Control the project: Write reports on the project for management and for budget holders. Communicate with funders as outlined in funding agreements. Monitor and approve all budgeted project expenditures.
• Evaluate the project: Ensure that the project deliverables are on time, within budget and at the required level of quality. Evaluate the outcomes of the project as established during the planning phase. 

OTHER JOB FUNCTIONS:

Other duties will be given that directly relate to the needs of the IT department and/or the Center of Excellence.

WORKING CONDITIONS/ PHYSICAL DEMANDS:

Ability to stand up and sit down for extended periods of time

Ability to lift and transport up to 50lbs

QUALIFICATIONS/ ABILITIES:

Basic Network Administration

Proficient with Microsoft Windows XP, 7, 8

Proficient with Microsoft Office 2007, 2010, and 2013

Familiar with Android OS

Strong analytical and problem solving skills

Ability to diagnose problems and propose solutions

Excellent Communications skills, verbal and written

Excellent organizational skills

Possess a true customer service perspective

Time Management, Prioritization, and Multitasking

SUCCESS CHARACTERISTICS:

• Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality.
• Service to team members and customers alike.
• Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient.
• Affinity for and successful experience with small to medium size business environments.
• Ability to adapt and thrive in a constantly changing work environment.

EXPERIENCE/ EDUCATION:

High School required; College degree, vocational training or certification required.

Seeking an individual with 2-4 years of IT related experience with documented exceptional results.

Project Management experience preferred.

Compensation:

Our company has a strong philosophy of compensating the highest quality people with the highest pay in the industry. In addition to a competitive base salary, we offer our staff a robust Bonus structure that reward top performance, continuing education, and a strong Benefits package including a matched 401K, Health Insurance, and paid leave. 

Come join our growing team! Guided by values of extraordinarily reliable, same day service and strong customer relationships, we’ve grown over 20 years to become one of the leading residential & commercial plumbing companies in the Baltimore-Washington region.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job. 

We are an equal opportunity employer.  Women, minorities, veterans and individuals with disabilities are encouraged to apply.

EOE