Senior Help Desk Analyst

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.
• Detail-oriented approach to tasks.
• Customer service-oriented attitude.
• Must have own vehicle (car allowance provided).
• Additional requirements for success in this role:
• A /Net /Microsoft certifications strongly preferred.
• 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.