Helpdesk Specialist

Title: Helpdesk Specialist

Client: Maryland Health Benefit Exchange

Length of contract: 3 years

DK Consulting Overview: Founded in May 2003, DK Consulting, LLC, a woman-owned small business, was formed to provide management and technology solutions based on industry best practices. DK Consulting, LLC works with multiple State, Federal, and Commercial customers, and our services range from providing customers with that one 'critical resource' to assuming responsibility for an entire IT project. We offer excellent benefits and provide exceptional employee management.

The client seeks a Helpdesk Specialists to provide IT software, hardware installation, maintenance, support, and Help Desk services, including resolving issues with software installations on desktops, laptops, mobile devices, and other help desk related technical support services.

Interview mode: The client shall, for each round of interviews, determine whether phone/internet or in-person interviews will be utilized.

Location: 750 East Pratt Street, 6th Floor, Baltimore, Md the resource may be required to work on-site or remotely on specific days as determined by the client).

Duties/Responsibilities

• Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.
• Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
• Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
• Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
• Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.
• Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
• Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
• Provide daily and weekly status reports of ongoing efforts.
• Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.
• Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

Minimum Qualifications

• Seven (7) years' experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications
• Five (5) years' experience managing an Active Directory environment or Microsoft Certified Solutions Expert certification
• Three (3) years' experience supporting Mac OS/Apple systems in enterprise active directory environments or Apple Certified Support Professional (ACSP Certification
• Three (3) years' experience using JIRA, Service now or other help desk ticketing applications
• Three (3) years' experience supporting LAN, Switching, and Wireless Access Points (WAP)
• Three (3) years of experience managing enterprise antivirus solutions
• Hands-on experience managing McAfee EPO or similar encryption Tools or Endpoint Protection Certificate
• Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, Enterprise Application and experience with Google Suite
• Experience supporting desktop and laptop operating systems using Windows 11, Linux and MAC OS
• Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.
• Experience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers
• Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully
• Experience as a Service Desk Administrator of JIRA or other similar products
• Experience using ServiceNow IT Service Management suite or equivalent
• Experience working with the Project Management Office (PMO) processes, policies, and procedures
• Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff
• Ability to learn new technical concepts quickly and stay abreast of current trends
• Ability to lift and carry desktop equipment such as laptops, computers, and monitors

Degree/Certifications

• 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
• Dell Laptop and Desktop certification
• Dell Certified Systems Expert (DCSE) Certification
• Possess Cisco Certified Network Associate (CCNA) or Juniper Certifications
• No Visa restrictions*