Job Description
Join our elite IT support team at CyberTech Solutions and accelerate your career in Baltimore's thriving tech hub! We're seeking a Senior Help Desk Specialist to deliver world-class technical support to enterprise clients. Enjoy competitive compensation, comprehensive benefits, and opportunities for advancement in a dynamic environment.
As a cornerstone of our operations, you'll resolve complex technical challenges while maintaining exceptional customer satisfaction. Our culture values innovation, collaboration, and professional growth.
Responsibilities
- Provide Tier 2-3 technical support for hardware, software, and network issues
- Manage service desk tickets using Jira and ServiceNow with SLA adherence
- Deploy and maintain Windows 10/11 workstations and enterprise applications
- Document solutions in knowledge base and create troubleshooting guides
- Collaborate with network and security teams on incident resolution
- Mentor junior support staff and conduct training sessions
- Analyze system performance metrics to optimize support workflows
Qualifications
- 3+ years enterprise-level help desk support experience
- Expertise in Active Directory, Group Policy, and SCCM
- CompTIA A+/Network+ or Microsoft 365 certifications required
- Proficient with remote support tools (TeamViewer, Bomgar)
- Strong analytical skills and problem-solving aptitude
- Excellent written and verbal communication abilities
- Experience with ITIL service management frameworks
- Ability to work flexible shifts including occasional on-call duties