4A Consulting, LLC is a fast-growing solutions delivery company, delivering on end-to-end Enterprise-wide information technology (IT) initiatives. Based in Maryland, we are looking for innovative IT professionals to provide contract support, onsite or remotely, in the federal, state, and commercial sectors in the Baltimore area and beyond.

Position Description

• The ideal candidate must possess the following:

• Possession of a 2-year degree or an appropriate equivalent, plus three years of experience in an inbound call center environment (Additional experience as described in the examples of duties may be substituted on a year-for year basis up to a maximum of four years for the required education.)
• Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency
• Experience with remote troubleshooting preferred

PLEASE INCLUDE SOURCE AND DATE FOR ANY DEGREES OR CERTIFICATIONS IN YOUR RESUME

Responsibilities:

• Supervising and providing feedback to helpdesk technicians
• Supervising the daily operations of the call center
• Serve as "2nd Level" support for Help Desk technicians
• Provide metrics reporting to Technology Support Manager
• Maintaining documentation for processes and procedures
• Communicate with all levels of customers verbally and in writing
• Troubleshooting computers, peripheral equipment and software
• Proactively provide peer support
• Follow BCPS Board and department policies and procedures
• Assist help desk technicians as needed with organizing and prioritizing tasks
• Communicate technical issues, risks, and approaches
• Work as part of a team
• Attend trainings facilitated by other DolT departments to gain knowledge that will be shared within TSS
• Create procedures for the call center
• Installs and configures applications and other supported software packages
• Performs basic troubleshooting and triage of computers via remote computer access and phone
• Resolves routine issues and problems related to hardware and software
• Creates tickets for all problems called into the Technology Helpdesk
• Assists clients with resolving device related issues via telephone support
• Records activities in the service desk software system
• Creates and validates internal supported system documentation submissions
• Communicate technical issues, risks, and approaches to clients and helpdesk technicians

• Required Skills:

• Possession of a valid class C Maryland driver's license or an equivalent is required
• Knowledge of computer operations and support
• Effective verbal and written communication skills
• Knowledge of operating systems, software applications, hardware equipment, cabling components, and some AN equipment
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment

• Installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components
• Providing technical assistance, guidance, and training to users of varying levels of skills and abilities
• Communicating complex, technical concepts to clients, non-technical staff, and others.
• Establishing and maintaining effective working relationships
• Effectively prioritizing assignments and tasks
• Communicating clearly and effectively
• Using Microsoft Office productivity tools
• Providing consistent quality customer service
• De-escalation of disagreements or confrontations with customers
• Maintaining and safeguarding confidential information
• Supervising a team of helpdesk technicians

• 
  Candidates chosen for submission will meet or exceed the "Ideal Candidate" Requirements, Education, and Required Skills.

Work authorization will be required upon hire.

Picture ID required at phone screening.

Note: This employment opportunity is contingent upon contract award.

MORE ABOUT 4A

We are a certified Small Business Administration (SBA) Women-owned Small Business (WOSB)/Economically Disadvantaged Women-owned Small Business (EDWOSB), Maryland Department of Transportation Minority and Disadvantaged Small Business Enterprise (MBE/DBE), Minority Business Enterprise (National Minority Supplier Development Council), and Howard County (MD) Minority Business Enterprise IT firm.

We have extensive experience delivering superb IT consulting and support services to federal, state, and local agencies, including the Centers for Medicare and Medicaid Services, the Social Security Administration, Food & Drug Administration, and the State of Maryland. We cultivate a well-trained, technically savvy workforce through the acquisition of talent with specialized skills in program and technical management, cloud-based systems development & deployment, SAFe/Agile processes, and advanced integration technologies.

4A Consulting, LLC is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.