Position Summary: This Helpdesk - Support role serves as the initial point of contact and provides technical support to the user base. Support is provided via phone, email, text, and in person/on-site visits to users at any of our ten locations surrounding the Baltimore, MD area. Candidates for this position should possess strong communication, customer service, and technical skills.
Primary Responsibilities:
Install, configure, and troubleshoot computer hardware and software.
Assist with new hire onboarding, account setup, and change requests.
Monitor helpdesk ticketing system queue and act as the primary point of contact.
Coordinate break/fix work with company vendors, including deliveries and installs.
Manage IT projects as needed and assist with departmental projects.
Requirements:
Excellent problem-solving and troubleshooting skills.
Basic knowledge of LAN/WAN networks and TCP/IP troubleshooting.
Strong reading, writing, and verbal communication skills.
3+ years of IT experience, including supporting a Microsoft Windows environment.
Experience with Microsoft 365, including SharePoint and Teams.
Capable of working independently as well as part of a team.
Flexible, quick learner who is resourceful, perseveres, and understands the value of documentation.
Ability to communicate and work with all levels of staff with varying degrees of technical skills.
Able to perform physical tasks, including squatting, kneeling, crawling, using/working on a step ladder, sitting, walking, and standing for sustained periods; ability to lift up to 25 pounds if needed.
Flexibility to work off-hours as needed, including some evenings and weekends.