Job Description
Join our dynamic team in Baltimore as a Help Desk Support Specialist! TechSolutions Inc. is seeking a customer-focused professional to deliver exceptional technical support to our clients. You'll be the hero behind our seamless IT operations, troubleshooting issues with empathy and expertise while growing your career in a collaborative environment. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional development in Maryland's thriving tech hub.
Responsibilities
- Provide first-level technical support for hardware, software, and network issues via phone, email, and chat
- Diagnose and resolve complex system problems using remote management tools
- Document all interactions, resolutions, and asset configurations in ITSM software
- Collaborate with Tier 2/3 teams to escalate and resolve advanced technical issues
- Develop and maintain user documentation and troubleshooting guides
- Conduct system training sessions for new software deployments
- Monitor service desk metrics and identify process improvement opportunities
Qualifications
- Associate's degree in IT or related field (or equivalent experience)
- 2+ years of help desk or technical support experience
- CompTIA A+ or Network+ certification required
- Proficiency in Windows OS, Active Directory, and Microsoft 365
- Experience with service desk tools (e.g., ServiceNow, Jira Service Desk)
- Exceptional problem-solving and communication skills
- Ability to work flexible hours including occasional weekends