Job Description
Join our dynamic IT team as a Senior Help Desk Support Specialist in Baltimore, MD! We're seeking a customer-focused technical expert to deliver exceptional support to our growing client base. This high-paying role offers competitive compensation, comprehensive benefits, and clear career advancement paths in a collaborative, cutting-edge environment.
As a key member of our support infrastructure, you'll resolve complex technical issues while maintaining industry-leading customer satisfaction metrics. We invest heavily in professional development, providing certifications and mentorship to help you excel in your IT career.
Responsibilities
- Diagnose and resolve hardware/software issues across Windows/macOS environments
- Provide Tier 2-3 support for network connectivity, cloud services, and security protocols
- Document technical solutions using ITIL-compliant service desk software
- Train end-users on new technologies and security best practices
- Collaborate with network engineers on infrastructure optimization projects
- Manage user accounts, permissions, and Active Directory configurations
- Monitor system performance and proactively address potential bottlenecks
Qualifications
- 3+ years of enterprise-level help desk experience
- CompTIA Network+ or equivalent certification required
- Proficiency in remote support tools (TeamViewer, SCCM, etc.)
- Strong knowledge of Active Directory, Office 365, and cloud platforms
- Experience with ticketing systems (ServiceNow, Jira Service Desk)
- Excellent written/verbal communication skills
- Ability to prioritize tasks in a fast-paced environment
- BS in Computer Science or related field preferred