Senior Help Desk Analyst

2 months ago


Baltimore, United States Robert Half Full time

Position Summary: This Helpdesk – Support role serves as the initial point of contact and provides technical support to the user base. Support is provided via phone, email, text, and in person/on-site visits to users at any of our ten locations surrounding the Baltimore, MD area. Candidates for this position should possess strong communication, customer service, and technical skills.

Primary Responsibilities:

  • Install, configure, and troubleshoot computer hardware and software.
  • Assist with new hire onboarding, account setup, and change requests.
  • Monitor helpdesk ticketing system queue and act as the primary point of contact.
  • Coordinate break/fix work with company vendors, including deliveries and installs.
  • Manage IT projects as needed and assist with departmental projects.

Requirements:

  • Excellent problem-solving and troubleshooting skills.
  • Detail-oriented approach to tasks.
  • Customer service-oriented attitude.
  • Must have own vehicle (car allowance provided).
  • Additional requirements for success in this role:
  • A+/Net+/Microsoft certifications strongly preferred.
  • Basic knowledge of LAN/WAN networks and TCP/IP troubleshooting.
  • Strong reading, writing, and verbal communication skills.
  • 3+ years of IT experience, including supporting a Microsoft Windows environment.
  • Experience with Microsoft 365, including SharePoint and Teams.
  • Capable of working independently as well as part of a team.
  • Flexible, quick learner who is resourceful, perseveres, and understands the value of documentation.
  • Ability to communicate and work with all levels of staff with varying degrees of technical skills.
  • Able to perform physical tasks, including squatting, kneeling, crawling, using/working on a step ladder, sitting, walking, and standing for sustained periods; ability to lift up to 25 pounds if needed.
  • Flexibility to work off-hours as needed, including some evenings and weekends.


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