Job Description
Join our award-winning IT team in Baltimore as a Help Desk Support Specialist! We're seeking a tech-savvy professional to deliver exceptional customer service and resolve technical challenges for our growing client base. Enjoy a collaborative environment, cutting-edge technology, and opportunities for career growth in Maryland's thriving tech hub. Apply today to become part of our innovation-driven culture!
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and remote tools for hardware/software issues
- Diagnose and resolve network connectivity, system performance, and security-related problems
- Manage service desk tickets using Jira/ServiceNow with SLA adherence
- Document incident resolutions and maintain knowledge base articles
- Collaborate with Tier 3 engineers on complex escalations
- Conduct user training on new systems and security protocols
- Monitor system alerts and proactively address potential disruptions
Qualifications
- 2+ years of enterprise-level help desk or technical support experience
- CompTIA A+ or equivalent certification required
- Expertise in Windows OS, Active Directory, and Microsoft 365
- Strong troubleshooting skills for hardware/network issues
- Experience with service desk tools (ServiceNow/Jira preferred)
- Excellent communication and customer service aptitude
- Ability to work rotating on-call shifts
- Bachelor's degree in IT or related field preferred