Need Help Desk, Application and System Support at MD - Onsite Role

[Sharon]

Hello,

Hope you are doing good.

Please find below JD we have with State of MD.

Client: State of Maryland

Agency Register of Wills (ROW)

Location Maryland statewide (24 ROW Offices) + Annapolis Data Center (Annapolis, MD)

Contract Duration 5 Years (with 5 years renewal option)

Interview Type Virtual (Microsoft Teams) / Onsite as required

Project Overview

The Register of Wills (ROW) Department is charged with the protection of Maryland’s Generational

Wealth and requires IT services to develop, maintain, and operate applications and a distributed

network of PCs, peripheral equipment, and servers. ROW operates in twenty-four (24) local jurisdictions

(twenty-three (23) counties and Baltimore City), hereinafter referred to as “ROW Offices.” The ROW

client/server application is served by central servers installed within the Comptroller of Maryland’s

Annapolis Data Center. The network consists of approximately four (4) central servers, twenty-four (24)

office support servers, twenty-six (26) routers, 350 workstations, 260 printers, and 200 scanners. The

twenty-four (24) ROW LANs are linked by a Wide Area Network (WAN) to central servers housed at the

Annapolis Data Center.

Duties/Responsibilities

Work in cooperation with the other contractors, ROW staff, and other state agencies.

Install and configure microcomputers, servers, storage devices, printers, scanners, communications

devices, cabling, LAN drops, and network equipment.

Deploy new state-procured equipment and software to the existing network.

Create/restore workstation images.

Troubleshoot workstation network connectivity issues.

Troubleshoot issues regarding all hardware and software.

Install software/hardware on workstations and servers, as required.

Provide image transfer from the electronic document management system in the compatible file

format acceptable to other state agencies. Must lead the configuration, operation, and delivery of

the replicated deliverables.

Provide maintenance and enhancements to the ROW website.

Develop and lead in the design, installation, configuration, and operation of the replication process

for a disaster recovery site implementation.

Conduct performance measurements and analysis leading to recommendations for improving

network performance.

Conduct analysis, design, installation, configuration, and operation of the email software.

Design, maintain, and improve the ROW WAN and ROW LAN structure.

Configure network software and hardware for efficient and effective network performance and data

security.

Innosoft is an Equal Opportunity/Affirmative Action employer

Monitor the performance of network software and hardware through network management and

diagnostic programs and utilities.

Configure microcomputers, communications equipment, and network equipment for maximum

efficiency.

Analyze microcomputer and network activity records and recommend and implement software and

hardware upgrades and improvements.

Diagnose software and hardware problems and adjust or coordinate service from software and

hardware vendors and the State hardware maintenance vendor.

Provide expert technical advice and guidance to ROW regarding IT directions, software or hardware

enhancements, and software or hardware purchase recommendations.

Deploy, upgrade, and configure new and existing hardware and software in the 25 ROW locations

while incorporating testing and quality assurance measures.

Aid with operational tasks such as file restores, volume configuration, print-related problems, and

other tasks usually handled by the ROW’s PC Administrator.

Troubleshoot failures in operational tasks and undertake corrective measures.

Can utilize a secure remote access method for troubleshooting and problem resolution.

Support secure remote access to computer systems and file transfers to and from ROW offices and

other State agencies using Internet protocol.

Provide on-site/field service support and secure remote access statewide during Normal Business

Hours for ROW Application, desktop software, server software, network systems, and other

computer systems.

Manage the daily backup of the central ROW servers. Take corrective action when backups fail.

Education

Bachelor’s degree in Information Technology, Computer Engineering, or related discipline; relevant

certifications (e.g., Network+, MCSA/MCSE, CCNA) preferred.

Required Experience

• Minimum of ten (10) years’ experience in providing application development support in a multiuser, LAN-based, Microsoft Windows environment.

• Five (5) years’ experience with Amazon Web Services / backups

• Ten (10) years’ experience installing, configuring and supporting Microsoft Windows 7/10Pro, Office

2013-2019 and Office 365 cloud services.

• Five (5) years’ experience providing remote and on-site support of hardware and packaged software

over a WAN.

• Five (5) years’ experience designing, installing, configuring, operating, managing, and

troubleshooting problems on a WAN consisting of Cisco routers and switches.

• Five (5) years’ experience installing, configuring, operating, managing, and troubleshooting

problems with the Highview Imaging Application

• Five (5) years’ experience in providing help desk/application support services to a minimum of 300

users.

• Deep knowledge of LAN/WAN, routing/switching, TCP/IP, DNS/DHCP, and VPN/secure remote

access.

• Hands-on experience with Windows Server, workstation imaging, O365/Microsoft 365, Azure AD,

and Hyper‑V virtualization.

Innosoft is an Equal Opportunity/Affirmative Action employer

• Experience with server/storage/backup platforms and daily backup operations (e.g., AWS S3/Glacier

or equivalent).

• Proven ability to deploy and support hardware (PCs, printers, scanners) and network equipment

across distributed sites.

• Experience with performance monitoring, capacity planning, and proactive problem resolution.

• Strong troubleshooting skills across hardware, OS, application, and network layers.

• Experience implementing disaster recovery, replication, and email platform administration.

• Ability to create SOPs and collaborate with vendors and State maintenance providers

Sharon

Account Manager

Email: sha...@akhurathasolutions.com

Akhuratha Solutions INC

43003 Lost Farm Terrace, Leesburg - VA 20175

https://www.akhurathasolutions.com/