Helpdesk Specialist

3 days ago

Baltimore, United States Elegant Enterprise-Wide Solutions Full time

Personnel Experience:

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

1. Working in a helpdesk environment, using technical skills to resolve end user issues on a first call resolution basis.

2. Troubleshooting applications like Microsoft Office, Outlook, Active Directory, remote access.

3. Using a knowledge base to identify and troubleshoot issues.

4. Using a ticketing system to create, document, track, and route tickets while adhering to service level agreements.

Help Desk Specialist (Junior)

Duties: Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

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.

General Experience: This position requires a minimum of five (5) years of experience in business IT environments with emphasis on PC hardware and applications. General experience includes information systems development, work in the client/server field, or related fields.

Specialized Experience: At least two (2) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk. Demonstrated ability to communicate orally and in writing and to have a positive customer service attitude

Substitution of Education for Experience:

A Bachelors Degree or higher may be substituted for the general and specialized experience for those labor categories requiring a High School Diploma. A masters degree may be substituted for two years of the general and specialized experience for those labor categories requiring a bachelors degree. Substitution shall be reviewed and approved by the State at its discretion.

Substitution of Experience for Education:

A. Substitution of experience for education may be permitted at the discretion of the State.

B. Substitution of professional certificates for experience:

C. Professional certification, (Microsoft Windows Server 2012 or above, VMWare 6 or above, Cisco Certified Network Associate (CCNA) or above, Storage Area Networking (SAN), NetApp and/or Quantum, Red Hat Linux Enterprise Server) may be substituted for up to two (2) years for general and specialized experience at the discretion of the State.

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