Desktop IT Support Engineer

Baltimore, MD | Full-Time

Black Fox is an equal opportunity employer information technology and emergency management firm headquartered in Baltimore, Maryland. Since its inception, Black Fox has been a recognized leader in the development and implementation of information management and solutions. We depend on a diverse team of talented staff to design, develop, and deploy information solutions for our clients.

The successful candidate will work with project teams as a Business Analysis to analyze business requirements, technical specifications and other documentation and then develop plans, test plans, test cases, and test data.

 

Duties & Responsibilities:

 

  • Daily on-site support - performing duties associated with troubleshooting and repairing computer hardware and software including ensuring all software is managed and promptly updated. 

  • Offer daily operations and systems support to users. 

  • Maintain computer parts/supplies inventory and manages availability of parts in stock. 

  • Ensure security and privacy of networks and computer systems. 

  • Maintain records/logs of repairs and fixes. 

 

Basic Qualifications:

  • Four years of experience with desktop equipment, performing installations, configurations, trouble shooting, and evaluations. 

  • Experience in configuring laptops with standard issued security software (resource on-boarding) 

  • Experience in wiping and reconfiguring laptops (resources off-boarding) 

  • Experience in addressing IT Support Ticket related to laptops. 

  • Experience in assisting and managing Tanium Suite and full inventory of devices on Tanium. 

  • Experience in providing process improvement to make the IT Support Team operate smoothly and efficiently. 

  • Must have working experience configuring security software on laptops. 

  • Must have experience in articulating effective communication and collaboration with other teams. 

  • Experience working on-site and providing support remotely as a standard workday. 

  • Experience providing technical support to users by responding to tickets, emails, chats and phone calls relating to hardware/software issues. 

  • Experience performing software/hardware installations, configuration changes and upgrades, as necessary. 

  • Experience in installing and configuring new laptops as per agency standards. 

  • Experience in troubleshooting user problems in Operating system, development software, remote support software, security, and anti-virus software. 

  • Experience in providing support for remote users. 

  • Experience in assigning tickets to relevant support queues and ensuring timely resolution of incidents and requests from users. 

  • Experience in maintaining an up-to-date inventory of hardware and software per defined standards. 

  • Experience in interfacing with managers and vendors for problem solution and warranty. 

 

Education:

 

  • An Associate degree or certification in Computer Science, Maintenance, Telecommunications, Certified Network Engineer, or a related field is preferred. 

  • A+ or MCP certification is preferred. 

 

To Apply:

Please email a cover letter (optional), resume (less than 4 pages), and 3 references to hr@blackfoxgroup.com. Please include these materials in a single .pdf (Adobe Acrobat) attachment with your name included in the .pdf file name. Also, please include the words, “Business Analyst - Junior” in the subject line of your email.

Applicants selected for interviews will be contacted via email.