Desktop Support Analyst - Montgomery County HHS

Company: Ampcus Incorporated
Location: Rockville
Posted on: January 15, 2022

Job Description:

Job DescriptionCompany: Montgomery County HHSTitle: Desktop Support Analyst- Montgomery County HHSLocation: Rockville, MD 20850 / 1300 Piccard Dr Rockville, MD Things to look for in a candidate: 1. Steady Work History2. Growth in jobs/responsibilities3. Working in Enterprise level environment, handing high ticket volume. (We wary of candidates who work on large teams and don't handle a large workload themselves)4. Having experience working in a healthcare/medical environment is helpful bc candidate will be handling PII/PHI5. COMM skills are important6. familiar with the Next Gen Electronic Health Records applications (Will support these at HHS. Don't need this specific experience but need experience handling proprietary software applications)7. MS office 365 and Team8. General hardware and software experience including installation, troubleshooting9. General wired and wireless experience10. Basic AD experience11. Familiar with Windows 10 and 7, MS Office 365, Outlook and other Office applications12. Mobile experience13. The tech should be able to work individually and as a team. He/she should have hands on experience and ready to be in charge for a site14. Remedy and Bomgar experience15. Strong Customer service skills Scope of Work: The Department of Health and Human Services is seeking a highly skilled contractor to assist in resolving the approximately 15,000 help desk tickets received each year at HHS IT. This position would join the Desktop Support Team, which is responsible for the bulk of support for nearly 3,000 staff spread over about 50 locations and 207 Montgomery County Public School Health Rooms. Responsibilities include but are not limited to:1) Advanced level desktop support including OS imaging, h/w, s/w, mobile device deployment, troubleshooting, documentation, inventory, computer relocation, COTS, internal applications support, and other duties as assigned.2) Contractor will provide staff with expert level experience in: --- Windows & Mac Operating Systems Administration: Windows 10 Enterprise, Apple, Android, ActiveSync and various VDI solutions --- Desktop support including Hardware/Software troubleshooting in Windows Active Directory and enterprise domain environments --- Advanced knowledge in troubleshooting Dell/Client/Lenovo equipment and enterprise printers --- Advanced knowledge in rapid deployments, OS imaging, remote support, mobile devices, MS Office, Office 365 and various COTS packages --- Pulse VPN, SharePoint familiarity, project management, documentation, break/fix Interview Questions/Topics to Ask Candidates: --- Relevant questions that may/will be asked: What is Active directory, OST/PST, Sysprep to name a few?--- Any experience with PHI or PII? Where? How was it handled?--- Be prepared to discuss the # and types of tickets you have handled. Types of technologies in Tier 1 and Tier 2 tickets--- Discuss customer service and handling VIP users--- Be ready to discuss your Office 365 experience and dealing with/ troubleshooting TEAMs--- Be prepared to discuss your ability to handle proprietary software's and ability to pick it up quickly. HHS uses several applications related to HHS and the State of MD like CARES and the Next Gen Electronic Health Records applications--- Be prepared to discuss your experience with the following:--- General hardware and software experience including installation, troubleshooting--- General wired and wireless experience--- Basic AD experience,--- Familiar with Windows 10 and 7, MS Office 365, Outlook and other Office applications--- Mobile troubleshooting experience--- Ticketing software you are used to

Keywords: Ampcus Incorporated, Rockville , Desktop Support Analyst - Montgomery County HHS, Professions , Rockville, Maryland