Hybrid IT Support Specialist II: Impactful Help Desk Role

Socket.dev; Towson (MD); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health, vision, dental

8% retirement contribution

Educational assistance

Tickets to community attractions

STD/LTD and group life insurance

Hybrid work environment

Job summary

Chesapeake Employers’ Insurance Company is seeking a second-tier Help Desk professional to support employees in a Windows/Office environment and participate in IT projects. The role includes assisting external customers and vendors, documenting issues, and mentoring junior staff.

Requirements include a IT-related bachelor’s degree or equivalent experience (6+ years without degree), relevant certifications preferred, strong troubleshooting, customer service, and communication skills.

Qualifications

• Bachelor’s Degree in an IT related field.
• 2–4+ years’ experience providing help desk support in a medium to large organization.
• 6+ years of relevant help desk experience required without a Bachelor’s Degree.
• Microsoft Certified Professional or greater preferred; other related certs welcome.
• Experience with help desk processes, software, and procedures in a medium to large organization.
• Troubleshooting ability with telecommunications, hardware, software, and data network.
• Familiarity with Microsoft Office and operating systems, group policy, and account management.
• Familiarity with security products such as threat detection and anti-virus.
• Strong customer service orientation and interpersonal skills with users at all levels.
• Strong interpersonal and oral/written communication skills.
• Proven analytical, multitasking, and problem-solving abilities.
• Experience working independently and in a collaborative team-oriented environment.
• Ability to effectively prioritize and execute tasks.

Responsibilities

• Receives and prioritizes work, project-oriented tasks, and service desk requests; documents issues.
• Serves as the second line of technical support for employees.
• Assists in providing Level I Support when needed and follows up on resolutions.
• Installs/upgrades/maintains/supports hardware and software applications.
• Troubleshoots hardware, software, network connectivity, and access issues.
• Documents procedures and resolutions for users.
• Mentors entry-level help desk staff.
• Supports specialized client applications for business users.
• Participates in infrastructure projects and system rollouts.
• Assists System Administrators with tasks and projects.

Skills

Help desk support

Customer service

Troubleshooting

Windows/Office

Group Policy

Security software

Communication skills

Analytical thinking

Independent and team work

Education

Bachelor’s degree in IT

Tools

Microsoft Office

Group Policy

Security software

Job description

Chesapeake Employers’ Insurance Company is seeking a second-tier Help Desk professional to support employees in a Windows/Office environment and participate in IT projects. The role includes assisting external customers and vendors, documenting issues, and mentoring junior staff.

Requirements include a IT-related bachelor’s degree or equivalent experience (6+ years without degree), relevant certifications preferred, strong troubleshooting, customer service, and communication skills.