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Service Desk – Desktop Support
Ref No.: 16-00974
Location: Annapolis, Maryland
Client: State Of Maryland Administrative Office Of The Courts
Location: Annapolis, Maryland
Duration: 1 Year
Rate: Open

Job Description:
The Offeror shall propose a candidate with a bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline. Three (3) years of successfully progressive experience in a desktop support role can substitute for any or all of the education requirement.
  • This position requires a minimum of one (1) year of successful experience as a desktop support technician.
  • Practical experience with an enterprise incident management system.
  • Practical experience with ServiceNow (preferred)
  • Certification from CompTIA, Microsoft or HID (preferred)
  • Knowledge of desktop hardware, software and connectivity.
  • Proficiency with Microsoft Office and Active Directory.
  • Ability to set priorities and handle multiple competing demands.
  • Customer service orientation (e.g., patience, positive customer-friendly attitude, active listening, empathy, professionalism, etc.).
  • Proven problem solving, communication and inter-personal skills.
  • Willingness to proactively seek out solutions (including collaborating with peers) prior to contacting Desktop Support management for assistance.
  • Willingness to document and share knowledge with peers toward maturity and success of the entire team.
  • Ability to document work activities into meaningful incidents or tasks in the Judiciary ITSM system (ServiceNow).
  • Personal planning & organization skills.
  • Team orientation. Shows respect for customers, team members, peers and management.
  • Commitment to continually update and enhance your basic skills in hardware, software and systems through your own efforts and Judiciary training.
Hours of Work
Work hours are typically Monday through Friday, day shift hours. However, specific work assignments may require second or third shift activities or weekend activities
The JIS Project Manager or Department/Senior Manager must approve work prior to or after normal operation hours, not to exceed 2,040 hours per year.