Help Desk Specialist Junior

3 weeks ago


Baltimore, United States ITNOVA, LLC Full time

Education
- A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.

Responsibilities and Tasks
- Document and communicate information to develop templates based on user calls to the Service Desk Manager. Assist Service Desk Manager with documentation knowledge base, to include closing of tickets.
- Assist in enhancing documentation for Tier 2 and Tier 3 routing.
- Develop and maintain or assist in the development and maintenance of Tier 1 documentation including knowledge base. E. Attend staff meetings, as well as other meetings, as required.
- Ensure SHA OIT’s SOP, policies and procedures are followed.

Experience

Preferred Experience

At least two (2) years of experience in the following technical areas:

- Working in a helpdesk environment, using technical skills to resolve end user issues on a first call resolution basis.
- Using a knowledge base to identify and troubleshoot issues.
- Using a ticketing system to create, document, track, and route tickets while adhering to service level agreements.

Pay: $70,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance

Schedule:

- Monday to Friday

**Education**:

- Bachelor's (required)

**Experience**:

- business IT environments: 5 years (required)
- Working in a helpdesk environment: 2 years (required)
- Using a knowledge base to identify and troubleshoot issues: 2 years (required)
- Using a ticketing system: 2 years (required)

Work Location: In person



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