Help Desk Support Technician

Technogen, Inc.; Baltimore (MD); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading technology services provider is seeking a Help Desk Support Technician to assist customers with technical issues. This role is primarily remote, requiring strong communication and troubleshooting skills. Candidates should possess a high school diploma and have relevant experience in a call center environment.

Qualifications

• 1 year in an inbound call center environment.
• 2 years experience installing, configuring, maintaining PCs.
• Valid class C Maryland driver's license.

Responsibilities

• Communicates with all levels of customers.
• Installs and configures applications and supported software.
• Performs basic troubleshooting via remote access.

Skills

Communication

Troubleshooting

Customer Service

Technical Assistance

Education

High school diploma or equivalent

Tools

Service desk software

Job description

Help Desk Support Technician

Location: Baltimore County, MD - Work location will be remote work until further notice. Training is held on-site for one to two weeks. Local resume needed.

Duration: 6–12-month contract

Pay rate: Market

Hours and Location

• Work location will be remote work until further notice.
• Training is held on-site for one to two weeks.
• Work hours will be determined during hire but will be 7.5 hours per day, between the hours of 7:00 AM and 4:15 PM.
• Workdays are M-F. No holiday pay or school closing pay will be paid.
• Start date could be as soon as 6/30/25 or once the applicant can provide a fingerprint card.

Interview

• Interviews will be held via Microsoft Teams (virtual)
• Resumes submitted will be reviewed by the hiring team.
• Please do not submit candidates previously employed by BCPS’ Department of Information Technology
• If selected, information regarding background checks and fingerprinting will be provided.

Once Selected

• All candidates must present a fingerprint card indicating they passed their background check.
• Travel is not typically a part of this position’s duties.
• Duration of the assignment is a minimum of 6 months but could be indefinite.

Responsibilities:

• Communicates with all levels of customers

• Installs and configures applications and other supported software packages

• Performs basic troubleshooting and triage of computers via remote computer access and phone

• Resolves routine issues and problems related to hardware and software

• Creates tickets for all problems called into the Technology Helpdesk

• Quickly escalates issues and problems that are not resolvable as necessary

• Assists clients with resolving device-related issues via telephone support

• Helps determine the technical needs of supported systems

• Participates as a team member on projects

• Records activities in the service desk software system

• Updates/creates internal supported system documentation

• Communicate technical issues, risks, and approaches to clients

• Performs other duties as assigned

Required Skills:

• Possession of a high school diploma or an appropriate equivalent, plus one year of experience in an inbound call center environment

• Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications,

preferably in a large, multi-site agency.

• Experience with remote troubleshooting preferred

• Possession of a valid class C Maryland driver's license or an equivalent is required.

Desired Skills:

• Possession of A+ (Remote Technician) and Network+ certification is preferred
• Knowledge of computer operations and support
• Skill in installing, configuring, maintaining, and troubleshooting personal computers and related equipment
• Skill in installing, configuring, maintaining, and troubleshooting operating systems, software applications, and cabling components
• Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities
• Skill in establishing and maintaining effective working relationships
• Skill in effectively prioritizing assignments and tasks
• Skill in communicating clearly and effectively
• Ability to provide consistent quality customer service
• Ability to de-escalate customers
• Ability to maintain confidential information