Job Description
Join TechSolutions Inc.'s elite IT support team in Baltimore, MD, where your expertise directly shapes enterprise-level operations. We're seeking a Senior Help Desk Specialist to deliver world-class technical support to Fortune 500 clients. This high-impact role combines technical mastery with exceptional client interaction in a fast-paced, collaborative environment. Enjoy competitive compensation, comprehensive benefits, and opportunities for rapid career advancement in Maryland's thriving tech corridor.
Responsibilities
- Diagnose and resolve complex hardware/software issues across Windows/macOS environments
- Manage enterprise-level ticketing systems with SLA-driven resolution excellence
- Provide Tier 3 support for network, security, and cloud infrastructure challenges
- Develop and maintain technical documentation and SOPs
- Mentor junior technicians and conduct knowledge-sharing sessions
- Collaborate with cybersecurity team on incident response protocols
- Implement proactive monitoring solutions to prevent system outages
Qualifications
- 5+ years of enterprise-level help desk support experience
- Advanced certifications: CompTIA A+, Network+, and CCNA or equivalent
- Expertise in Active Directory, SCCM, and Intune deployment
- Proficient in PowerShell scripting and automation tools
- Strong background in VMware/Hyper-V virtualization
- Exceptional troubleshooting skills with enterprise applications
- Experience with ITIL v4 frameworks and service management
- BS in Computer Science or related field required