Information Technology Help Desk Technician

2 weeks ago


Baltimore, United States Robert Half Full time

This is a full-time, permanent position with full benefits. The role requires on-site presence in Jessup, MD, for 3 to 5 days per week.


Position: Technical Support Specialist

Responsibilities:

  • Deliver helpdesk and email support services to both local and remote users.
  • Maintain an up-to-date understanding of Windows 10 environment, networking, and access technologies.
  • Install and upkeep workstations, printers, switches, routers, Wi-Fi access points, battery backups, and cabling.
  • Execute installations of new software and upgrades as required.
  • Collaborate with hardware and software customer support services to troubleshoot and resolve issues.
  • Ensure the operating system updates and virus protection applications of user workstations are current and properly deployed.
  • Apply diagnostic techniques for problem identification, root-cause analysis, and suggest permanent solutions.
  • Assist in remote user workstation administration and resolve connectivity issues as necessary.
  • Contribute to special projects as assigned.
  • Provide support for third-party software packages as needed.
  • Share technical expertise with other IT team members.
  • Stay updated with industry trends through training sessions, instructional manuals, and industry periodicals.
  • Occasionally perform maintenance and installations during non-business hours.
  • Fulfill additional responsibilities as required.

Job Requirements:

Required Skills and Experience:

  • Associate's degree in a related technical discipline or equivalent combination of education, certifications, training, and work experience.
  • Minimum of 2 years of relevant technical experience supporting helpdesk operations.
  • Experience in providing technical support for computer hardware, networks, account administration, and office automation software via telephone.
  • Hands-on experience in creating, updating, and deploying OS images.
  • Strong understanding of computer systems, mobile devices, and other tech products.
  • Proficiency in the installation and management of routers, switches, and other network equipment.
  • Ability to work effectively with minimal supervision.
  • Excellent communication and customer service skills.

Practical Experience in the Following Areas:

  • Testing and installing third-party software products.
  • Backup technologies.
  • Supporting Microsoft Office products.
  • Supporting mobile devices such as Android, iPhones, and similar technologies.

Exposure to the Following Would Be Beneficial:

  • Spiceworks.
  • Sharepoint.
  • MaaS360.
  • Trend Micro AV.
  • Trend Micro full disk encryption.
  • Connectwise Automate (formerly known as Labtech).
  • Veeam Backup.
  • iDrive.
  • IBMi.



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