Senior Help Desk Specialist

No c2c Opportunities

U.S. Citizenship is Required (Applicants will have to show Proof of U.S. Citizenship.)

*ANY CANDIDATE REPRESENTED BY THEIR EMPLOYER OR CONSULTANT WILL BE DISQUALIFIED IMMEDIATELY.*

We are only excepting applicants Currently living in the DMV area.

Location: Baltimore, MD 21202

Job Summary:

Seeking up to three (3) Senior Help Desk 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.

Job Description:

• 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.

Required Qualifications:

• A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.

• A minimum of three (3) years of experience using JIRA, Service now or other help desk ticketing applications.

• A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.

• A minimum of three (3) years of experience using JIRA, Service now or other help desk ticketing applications.

• A minimum of three (3) years of experience supporting Lan, Switching, and Wireless Access Points (WAP) or related.

• A minimum of three (3) years of experience managing enterprise antivirus solutions.

• 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.

• 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.

• Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.

Job Types: Full-time, Contract

Pay: $89, $113,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person