Job Description
Join our elite IT support team in Baltimore and launch your career with industry-leading compensation! We're seeking a dedicated Help Desk Support Specialist to deliver exceptional technical assistance to Fortune 500 clients. Enjoy a premium benefits package, cutting-edge training, and clear advancement pathways in a collaborative, fast-paced environment.
Why Apply?
- Top-tier salary with performance bonuses
- Comprehensive health/dental/vision plans
- 401(k) with company matching
- Tuition reimbursement for certifications
- Hybrid work model (3 days remote)
Responsibilities
- Diagnose and resolve complex hardware/software issues across Windows/macOS environments
- Provide Tier 2/3 support for enterprise systems including Active Directory and Office 365
- Document all cases in ServiceNow with detailed resolution steps
- Collaborate with network/security teams on escalated incidents
- Develop SOPs for recurring technical challenges
- Train end-users on cybersecurity best practices
- Maintain 99.9% SLA compliance for critical systems
Qualifications
- 3+ years enterprise-level help desk experience
- CompTIA A+/Network+ certifications (or equivalent)
- Expert proficiency in Windows 10/11 and macOS troubleshooting
- Strong knowledge of Active Directory, DNS, and DHCP
- Experience with remote access tools (TeamViewer, AnyDesk)
- ITIL Foundation certification preferred
- Excellent written/verbal communication skills
- Ability to work rotating on-call shifts