Help Desk Specialist

Brightview Senior Living; Baltimore (MD); Hybrid; USD 34,000 - 37,000; Full time

Job summary

Brightview Senior Living in Baltimore, MD seeks a Help Desk Specialist to be the first point of contact for associates needing tech support. You will troubleshoot hardware, software, and network issues, assist with deployments, and provide remote support to a large organization.

The role requires strong communication, troubleshooting skills, and experience with Windows 10/11 and Office. Hybrid schedule, with some in-office days and remote weekends.

Qualifications

• High School diploma or GED required; college degree or cert preferred.
• BS in computer-related field or A+ certification preferred.
• 1-3 years’ experience with MS Office, Windows 10/11, and related software.

Responsibilities

• Provide hardware, software and network problem resolution in a Help Desk setting.
• Communicate technical solutions in a user-friendly, professional manner.
• Troubleshoot Windows 11 issues: OS, apps, connectivity, peripherals.
• Resolve basic network issues: Wi‑Fi, VPN, mapped drives, internet.
• Maintain data integrity and security for desktop/laptop environment.
• Troubleshoot devices: computers, AV, phones, tablets.
• Install and support specialized software applications.
• Procure IT equipment and supplies as needed.
• Troubleshoot hardware issues with desktops, laptops, monitors, printers, phones.
• Assist with IT rollouts, software updates and hardware refreshes.
• Assist users with password resets, MFA, and access.
• Setup and deploy desktops, laptops, monitors, peripherals.
• First contact with IT vendors for communities and home office.
• Provide remote support using approved tools.
• Experience with AD, Intune, Exchange, Entra ID, or Okta preferred.
• Triage and elevate issues to other IT teams.
• Install approved software applications.
• Other duties as assigned.

Skills

Customer service

Troubleshooting

Communication skills

Documentation

Office software

Education

High School diploma or GED

BS in computer-related field

A+ Certification

Tools

Active Directory

Intune

Exchange

Entra ID

Okta

Job description

About Us

Do you want a career where you are empowered to make a difference while working for a company named to Fortune’s "100 Best Companies to Work For" …all in a flexible, hybrid office setting located in Baltimore, Maryland?

Overview

The Help Desk Specialist at Brightview Senior Living serves as the first point of contact for associates requiring technical support, combining exceptional customer service with effective troubleshooting to resolve hardware, software, network, and technology issues.

The Help Desk Specialist supports the deployment and maintenance of IT equipment and applications while escalating complex issues as needed. This critical role delivers strategic technology solutions that enable the daily operations of approximately 50 communities and over 6,400 employees across the organization.

Responsibilities

• Consistently and genuinely demonstrate the STARS principles of Service, Teamwork, Action, Reputation and Success in all activities and interactions.
• Provide technical software, hardware, and network problem resolution to Brightview Senior Living associates by performing basic question/problem diagnosis and guiding users through step-by-step solutions in a Help Desk environment
• Clearly communicate technical solutions in a user-friendly, professional manner both in person and remote
• Troubleshoot and resolve common Windows 11 desktop and laptop issues, including operating system, application, connectivity, and peripheral-related problems.
• Troubleshoot basic network connectivity issues including Wi‑Fi, VPN, mapped drives, and internet access
• Provide best practices to maintain data integrity and system security for the desktop/laptop environment
• Perform initial troubleshooting/support for computers/Audio-Visual/phones/tablets
• Install and support specialized software applications
• Procure IT equipment and supplies
• Troubleshoot common hardware issues involving desktops, laptops, monitors, docking stations, printers, phones, tablets, and other end‑user equipment.
• Participate in basic testing and support for IT rollouts, software updates, and hardware refresh projects.
• Assist end users with password resets, account lockouts, MFA issues, and application access
• Assist with setup, deployment, and replacement of desktops, laptops, monitors, docking stations, phones, tablets, and peripherals.
• First level of contact with IT vendors to maintain our systems within the Communities and Home Office
• Provide professional, user‑friendly technical support with the ability to resolve common end‑user issues remotely using approved remote support tools.
• Experience with administering Active Directory, Intune, Exchange, Entra ID, or Okta preferred
• Triage and elevate issues to other IT teams
• Install approved software applications
• Other duties as assigned

Travel

In and out of state travel may be required up to 5% of the time.

Salary Range

USD $25.00 - USD $27.00 /Hr.

Compensation Disclosure

The salary range mentioned above reflects the potential pay for this role and does not include bonuses or additional incentives (if applicable), nor does it include the value of our benefit program. Offers will consider factors like experience, qualifications, location, community size (if relevant), certifications/training, etc. Brightview regularly reviews and adjusts compensation ranges.

Qualifications

• High School diploma or GED equivalent required, College Degree (BS) in Computer related field, or A+ Certification preferred
• Experience working in a professional office environment
• Troubleshooting skills.
• Handle difficult situations and confront issues when needed.
• Excellent communication skills via telephone, email and in person.
• Detail oriented with strong documentation skills
• Desire and ability to provide exemplary customer service.
• 1-3 years’ experience using and troubleshooting Microsoft Office, Windows 10/11, and related software.

Work Schedule

Work Schedule: This position requires a schedule of Saturday - Wednesday. Saturday and Sunday remote, Monday - Wednesday in the office.

Why work at Brightview?

Discover the Brightview Senior Living Difference!

1. Dedicated to Excellence: We lead the industry with a passion for delivering top‑note services and groundbreaking care.

2. Embracing Community: Join a supportive and inclusive environment that prioritizes your professional growth, development and advancement.

3. Impactful Work: Make a meaningful difference in the lives of our seniors, contributing to their joy and well‑being every day.

4. Comprehensive Benefits: Enjoy competitive salaries, health, vision and dental insurance options, retirement plans, tuition reimbursement, employee assistance programs and many more benefits that prioritize your well‑being.

5. A Place to Flourish: Embrace diversity, foster innovation, and access the tools and resources for personal and professional growth. Join our vibrant team at Brightview Senior Living and be valued as an integral part of our community.

Equal Opportunity Employer

At Brightview, we believe that diversity of thought, experience, perspective, and backgrounds makes us stronger. We welcome and celebrate all that makes us unique and we choose not to discriminate on the basis of race, color, creed, religion, sex, pregnancy, age, marital status, national origin, citizenship status, military status, physical or mental disability, sexual orientation, genetic information or any other characteristic protected by law or not related to the specific requirements of a particular role. We are, by choice and without question, an equal opportunity employer.

For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.