Job Description
Join our award-winning IT team as a Help Desk Support Specialist in Baltimore! We're seeking a tech-savvy professional to deliver exceptional user experiences while resolving technical challenges in a fast-paced environment. Enjoy competitive compensation, comprehensive benefits, and opportunities for career growth in our collaborative downtown office.
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and chat for 200+ employees
- Diagnose and resolve hardware/software issues including Windows, macOS, and cloud applications
- Manage IT asset inventory and software deployment processes
- Create and maintain detailed documentation in ServiceNow knowledge base
- Collaborate with network and security teams on escalated incidents
- Deliver user training on new systems and security protocols
- Monitor service levels and contribute to continuous improvement initiatives
Qualifications
- 2+ years of IT help desk experience in corporate environments
- CompTIA A+ or equivalent technical certification required
- Proficiency in Active Directory, Microsoft 365, and remote desktop tools
- Strong problem-solving skills with ability to prioritize complex issues
- Excellent communication and customer service abilities
- Experience with ITIL service management practices
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- Ability to lift 30lbs for equipment maintenance