• Senior Help Desk Specialist - Onsite in

    Booker DiMaio, LLC (Baltimore, MD)


    + This project is onsite in Baltimore, MD and the anticipated start date is in mid-November.

    + The initial duration is 7 months with an option for two 12 month extensions.  We will be hiring on a 1099 basis for this position.

    + At least 7 years of experience is required.

     

    We are in need of a Senior Help Desk Specialist to provide IT software, hardware installation, maintenance, support, and Help Desk services, including resolving issues with software installations on desktops, laptops, mobile devices, and other help desk related technical support services.

    Required Qualifications:

    + A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.

    + A minimum of three (3) years of experience using JIRA, ServiceNow, or other help desk ticketing applications.

    + A minimum of three (3) years of experience supporting LAN, switching, and Wireless Access Points (WAP) or related.

    + A minimum of three (3) years of experience managing enterprise antivirus solutions.

    + Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, enterprise applications, and experience with Google Suite.

    + Experience supporting desktop and laptop operating systems using Windows 11, Linux, and macOS.

    + Experience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.

    + Ability to lift and carry desktop equipment such as laptops, computers, and monitors.

    Preferred Qualifications:

    + A minimum of five (5) years of experience managing Active Directory environments or servers.

    + Experience as a Service Desk Administrator of JIRA or other similar products.

    + Experience with using ServiceNow IT Service Management suite or equivalent.

    Desired Certifications (Not Required):

    + Dell Laptop and Desktop Certification.

    + Dell Certified Systems Expert (DCSE) Certification.

    + Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting macOS/Apple systems in enterprise Active Directory environments.

    + Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment.

    + Cisco Certified Network Associate (CCNA) or Juniper certifications.

    Duties & Responsibilities:

    + Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.

    + Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, and, if necessary, direct support calls to the appropriate technical team member for resolution.

    + Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.

    + Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.

    + Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.

    + Ensure all tickets worked include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.

    + Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.

    + Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software, and disposal of property as required.

    + Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.

    + Provide daily and weekly status reports of ongoing efforts.

    + Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.

     

    Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

     

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