Contingent Professional – Technology & Communication Services, Systems Help Desk

Howard County Government; Columbia (MD); On-site; USD 42,000 - 54,000; Full time

Job summary

Howard County Government is seeking a Help Desk Support specialist to manage phone support, imaging, deployment, and asset tracking for end-user devices in a staff-focused environment.

The role emphasizes desktop support, software upgrades, and data migration while ensuring reliable, courteous service and adherence to security practices.

Qualifications

• High School Diploma or GED with 3 years related experience or equivalent combination.
• GED and/or associate's degree preferred.
• Experience with Microsoft Office 365 Applications.
• Experience with Microsoft Office 365 and similar products.

Responsibilities

• Provide Help Desk technical support for end users’ desktop PCs and laptops.
• Provide backup Help Desk telephone support.
• Troubleshoot and correct network problems.
• Basic knowledge of Active Directory device management.
• Perform desktop-level technology work, including building and rebuilding PCs (Windows 10+ OS).
• Install network devices such as PCs, printers, and scanners; upgrade software.
• Migrate user data to new devices and configure LAN user settings.
• Conduct device recovery during employee termination and assist with device surplus.
• Update assets in ServiceNow (SNAP) Management Console and run hardware inventory reports.

Skills

Desktop support

Customer service

Active Directory

Microsoft Office 365

Phone support

Asset management

Troubleshooting

End user support

Education

High School Diploma or GED

Associate's degree preferred

Tools

ServiceNow

Windows 10+

Job description

As part of Help Desk Support group, will be responsible for phone support, imaging, deployment, and asset management of end point devices.

Technical Support and Troubleshooting

• Provides Help Desk technical support for end users’ desktop PCs and laptops.
• Provides backup Help Desk telephone support.
• Troubleshoots and corrects network problems.
• Basic knowledge of Active Directory device management.

Device Setup, Configuration and Maintenance

• Performs desktop-level technology work, including building and rebuilding PCs at the software level (Windows 10+ OS, antivirus software, Microsoft Office, Bomgar support).
• Installs network devices such as PCs, printers, and scanners.
• Upgrades all levels of current software.
• Replaces end users’ PCs and migrates users’ data to new devices.
• Configures user profiles for LAN settings, default web pages, firewall settings, and PC-level user rights.
• Conducts device recovery as part of the employee termination process.
• Assists with surplus of devices such as desktops and laptops.

Asset Management

• Performs asset management of hardware peripherals such as desktops and laptops.
• Runs asset management reports for hardware inventory.
• Updates assets in the ServiceNow (SNAP) Management Console.

Other Duties

• Performs other related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

High School Diploma or GED and three (3) years related experience or equivalent combination.

REQUIRED CERTIFICATIONS, LICENSES, AND REGISTRATIONS

• Possession of a valid driver's license.

PREFERRED EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES

• GED and/or associate's degree.
• Experience in working with Microsoft Office 365 Applications.
• Experience with Microsoft Office 365 other similar products.
• High order of customer service communication skills.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crawl. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level of the environment is usually moderate.

LANGUAGE SKILLS, MATHEMATICAL SKILLS, AND REASONING ABILITY

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.