AGi Mission Support
  • 03-Jun-2019 to 02-Aug-2019 (EST)
  • Operations
  • Annapolis, MD, USA
  • Full Time

AGi Mission Support Services, Inc. (AGi) is seeking a Service Desk Technician, to support its client in Annapolis, MD.  The Service Desk Technician will provide excellent customer service to every customer, every time, in a timely fashion. The incumbent will provide support to a continuously growing population of over 5,000 Judiciary Users in over 70 locations, including 24 Circuit Courts, 31 District Courts, and other Judiciary Partner locations throughout the State of Maryland.


  • A bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline.
  • Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all the education requirement.
  • Knowledge of Windows desktop operating systems and file systems to include Active Directory.
  • Knowledge of TCP/IP device configuration and the Judiciary network structure.
  • Proficient problem-solving, communication and inter-personal skills. A strong ability to learn and think critically.
  • Able to diffuse tense situations. Experience with dealing with people in a highly visible, fast pace, and sometimes stressful environment. Ability to handle people in varying situations, including when users are frustrated, anxious or upset.
  • Minimum of 3 years of formal information technology, desktop support, customer support, customer service, technology management experience.
  • Practical experience with an enterprise incident management system.
  • Ability to ensure proper recording, documentation, routing and closure of incidents. Familiarity with ITIL/ITSM Concepts

Specialized Experience:

  • Practical experience with ServiceNow is a plus.
  • Certification from CompTIA, Microsoft or HDI are a plus.


Responsibilities (include but not limited to): 

  • The installation, configuration and troubleshooting of computer hardware, computer software and related peripherals including the migration of existing user data and settings when appropriate (Both Remote and On-Site Support at Various Court / Administrative Office Locations).
  • Triaging incidents in our incident management system ServiceNow, including the timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.
  • Be proactive in anticipating and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose resolution and ensure implementation. Take the term "customer service" to heart.
  • Communication with Judiciary Users including receiving phone calls and responding to emails or instant messages, including providing instruction on how to operate and or access computer hardware and computer software.
  • Account management - including password resets and account troubleshooting.
  • Follow asset management inventory control procedures set by the Administrative Office of the Courts and the District Court to ensure the assets of the court system are tracked accurately.
  • Performing Technology Refreshes.
  • Maintain password, data integrity and file system security for the computing environment.
  • Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
  • Always ensure the customer is left 'whole' after any work activity (i.e., requisite hardware, software, peripherals and all processes are functioning as required). Validate with customer prior to leaving the assignment.
  • Continue to develop self-knowledge and skills to keep apprised of new and changing industry products, services, standards and trends. Research, training, self-learning, and keeping certifications current. (Minimum annual education requirements).
  • Other duties or tasks as assigned by management.

Working with Us         

The foundational purpose of AGi is work that matters. AGi is committed to helping our employees and their families lead healthy, productive lives. AGi provides quality high-tech information technology services, we specialize and employ experienced technical personnel, and satisfy all customer requirements on time at a competitive price.  We understand the necessity of matching just the right person and the right technological solution to job requirements and work environment. We specialize in integration design and information management systems, as well as the placement of highly skilled and motivated personnel. 


AGi, Inc. is an Equal Opportunity Employer (EOE): Minorities, Women, Veterans, and those with Disabilities 


AGi Mission Support
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