Helpdesk Support Specialist

4 weeks ago


Baltimore, Maryland, United States The Global Excellence Consulting Group Full time
About the Role

We are seeking a skilled Helpdesk Support Technician to join our team at The Global Excellence Consulting Group. As a Helpdesk Support Technician, you will be responsible for providing technical assistance and support to our clients, ensuring that their computer systems and software are running smoothly and efficiently.

Key Responsibilities
  • Communicate with clients at all levels to understand their technical needs and provide solutions to their problems.
  • Install and configure applications and software packages, and perform basic troubleshooting and triage of computers via remote access and phone.
  • Resolve routine issues and problems related to hardware and software, and create tickets for all problems called into the Technology Helpdesk.
  • Escalate issues and problems that are not resolvable as necessary, and assist clients with resolving device-related issues via telephone support.
  • Help determine technical needs of supported systems, and participate as a team member on projects.
  • Record activities in the service desk software system, and update/create internal supported system documentation.
  • Communicate technical issues, risks, and approaches to clients.
Requirements
  • Possession of a high school diploma or an equivalent, plus one year of experience in an inbound call center environment.
  • Two years of experience installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency.
  • Experience with remote troubleshooting preferred.
  • Possession of a valid class C Maryland driver's license or an equivalent is required.
Desired Skills
  • Possession of A+ (Remote Technician) and Network+ certification is preferred.
  • Knowledge of computer operations and support.
  • Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment.
  • Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components.
What We Offer
  • Health, dental, and vision benefits.
  • Life, AD&D, short-term disability, and long-term disability paid 100% by the company.
  • 401K.
Work Environment

Work location will be remote until further notice. Training is held on-site for one to two weeks. Work hours will be determined during hire but will be 7.5 hours per day, between the hours of 7:00 AM and 4:15 PM. Workdays are M-F. No holiday pay or school closing pay will be paid.

Interview Process

If selected, interviews will be held via Microsoft Teams (virtual).

Additional Details
  • All candidates must present a fingerprint card indicating they passed their background check.
  • Travel is not typically a part of this position's duties.
  • Duration of the assignment is a minimum of 6 months but could be indefinite.


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