IT Help Desk Technician

Rmf Engineering, Inc.; Catonsville (MD); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health and dental insurance

Paid holidays

Paid vacation

401K plan

Job summary

RMF Engineering Inc. has an immediate need for an experienced IT Help Desk Technician to support our Baltimore IT team. The role requires strong communication, problem solving and customer service skills, with a focus on diagnosing hardware and software issues and deploying new equipment.

Responsibilities include handling requests in person, over the phone, and remotely; configuring and upgrading devices; and maintaining documentation. Bachelor’s degree preferred, competitive salary range.

Qualifications

• Bachelor’s degree preferred.
• Strong knowledge of Windows 10 & 11, Microsoft Office and Acrobat/Creative Cloud.
• Experience supporting users with hardware and software issues in a fast-paced environment.

Responsibilities

• Respond to requests for technical assistance in person, via telephone and remote technologies.
• Diagnose and resolve hardware, software and connection issues.
• Image and setup workstations, laptops and tablets for deployment.
• Use Active Directory, VMware and Microsoft Exchange for administration.
• Log and track help desk requests using internal software and escalate when needed.
• Prepare activity reports and inform management of recurring issues.

Skills

Windows 10/11

Microsoft Office

Customer service

Troubleshooting

Phone/remote support

Attention to detail

Team work

Education

Bachelor's degree preferred

Tools

Active Directory

VMware

Microsoft Exchange

Autodesk products

Job description

About RMF:

RMF Engineering is an innovative, top-ranked, national engineering firm that specializes in providing design and engineering services for all aspects of building and utility infrastructure construction. RMF offers a balanced benefits package that centers on a stable and professional working environment which includes above standard health and dental insurance, paid holidays, paid vacation, and 401K plan.

Description:

RMF Engineering Inc. has an immediate need for an experienced IT Help Desk Technician to support our Baltimore IT team. Strong oral and written communication skills are important, as are computer skills, accuracy and attention to detail, good people skills, ability to work within a team environment and effectively able to prioritize and manage multiple tasks.

General Purpose

Provide user support and customer service on company-supported computer applications and platforms in a fast-paced environment. Troubleshoot and resolve issues and advise users on the appropriate actions. Configure and deploy new equipment.

Main Job Tasks and Responsibilities

• Respond to requests for technical assistance in person, via telephone and using remote technologies.
• Diagnose and resolve hardware, software and connection issues.
• Investigate and resolve printing and plotting issues.
• Research questions using available information resources.
• Advise users on appropriate actions.
• Follow standard operating procedures.
• Image and setup workstations, laptops and tablets for deployment.
• Hardware upgrades to existing workstations and laptops.
• Basic cellular telephone troubleshooting for users.
• Utilize Active Directory, Virtual Technology such as VMware and Microsoft Exchange.
• Use the internal help desk software to log, research and respond to help desk requests.
• Identify and escalat situations when needed or when requiring urgent attention.
• Track and route issues and requests and document configurations and resolutions.
• Prepare activity reports.
• Inform management of recurring issues and possible solutions.
• Stay current with system information, changes and updates.

(Salary Range: $60,000 - $70,000 annually. RMF considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.)

Bachelor’s degree preferred

Qualifications

• Working knowledge of fundamental operations of Windows 10 & 11 is essential.
• Knowledge of Microsoft Office applications.
• Knowledge of Adobe applications such as Acrobat, Creative Suites and Creative Cloud.
• Knowledge of Autodesk products preferred; however, not required.
• Knowledge of and experience with customer service practices.
• Related experience and training in troubleshooting and providing helpdesk support.
• Experience with machine hardware upgrades.

Key Competencies

• Self-motivated and organized
• Ability to prioritize issues and tasks
• Willingness to learn software and new technologies
• Oral and written communication skills
• Customer service orientation
• Ability to analyze and solve problems.
• Team interaction
• Planning and organization skills
• Attention to detail
• Ability to work in a fast-paced environment

We offer a stable and professional working environment with competitive salary, excellent employee benefits, which include health and dental insurance, paid holidays, paid vacation, and 401K plan. We are an equal opportunity employer and take pride in the diversity and dedication of our staff.