Position Summary: This Helpdesk – Support role serves as the initial point of contact and provides technical support to the user base. Support is provided via phone, email, text, and in person/on-site visits to users at any of our ten locations surrounding the Baltimore, MD area. Candidates for this position should possess strong communication, customer service, and technical skills.
Primary Responsibilities:
- Install, configure, and troubleshoot computer hardware and software.
- Assist with new hire onboarding, account setup, and change requests.
- Monitor helpdesk ticketing system queue and act as the primary point of contact.
- Coordinate break/fix work with company vendors, including deliveries and installs.
- Manage IT projects as needed and assist with departmental projects.
Requirements:
- Excellent problem-solving and troubleshooting skills.
- Detail-oriented approach to tasks.
- Customer service-oriented attitude.
- Must have own vehicle (car allowance provided).
- Additional requirements for success in this role:
- A+/Net+/Microsoft certifications strongly preferred.
- Basic knowledge of LAN/WAN networks and TCP/IP troubleshooting.
- Strong reading, writing, and verbal communication skills.
- 3+ years of IT experience, including supporting a Microsoft Windows environment.
- Experience with Microsoft 365, including SharePoint and Teams.
- Capable of working independently as well as part of a team.
- Flexible, quick learner who is resourceful, perseveres, and understands the value of documentation.
- Ability to communicate and work with all levels of staff with varying degrees of technical skills.
- Able to perform physical tasks, including squatting, kneeling, crawling, using/working on a step ladder, sitting, walking, and standing for sustained periods; ability to lift up to 25 pounds if needed.
- Flexibility to work off-hours as needed, including some evenings and weekends.
