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 user experiences through timely troubleshooting and system optimization. Enjoy hybrid work arrangements, comprehensive benefits, and career advancement opportunities in a collaborative environment.
Our ideal candidate thrives in fast-paced settings and possesses a passion for resolving technical challenges. You'll be the first point of contact for internal stakeholders, ensuring seamless daily operations through expert support. If you're ready to make an impact in a growing tech hub, apply today!
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and remote tools for 200+ employees
- Diagnose and resolve hardware/software issues including Windows OS, Microsoft 365, and cloud applications
- Document tickets in ServiceNow with detailed resolution steps and preventive measures
- Manage Active Directory accounts, permissions, and access requests
- Deploy and configure new devices with standardized imaging procedures
- Collaborate with network/security teams on escalated incidents
- Create user documentation and training materials for common systems
Qualifications
- 3+ years of enterprise-level help desk or desktop support experience
- CompTIA A+/Network+ or equivalent certifications required
- Expert knowledge of Windows 10/11, Active Directory, and Microsoft 365
- Proficiency with remote support tools (TeamViewer, SCCM, or similar)
- Strong analytical skills and ability to multitask in high-pressure situations
- Excellent written/verbal communication with customer service focus
- Experience with ITSM platforms (ServiceNow preferred)
- Bachelor's degree in IT or related field preferred