Senior Help Desk Specialist

Diverse Agile Solutions, LLC; Baltimore (MD); On-site; USD 50,000 - 85,000; Full time

Job summary

An established industry player is looking for a Senior Help Desk Specialist to support IT operations and enhance user experience. In this role, you will collaborate with technicians and staff to provide top-notch support for desktop systems, troubleshoot hardware and software issues, and ensure adherence to operational procedures. The ideal candidate will have substantial experience with Microsoft Office 365 and service desk software, along with a knack for improving IT solutions. Join a dynamic team where your contributions will directly impact productivity and user satisfaction.

Qualifications

• 2+ years of experience in IT support roles, particularly in desktop environments.
• Strong knowledge of Microsoft Office 365 and service desk operations.

Responsibilities

• Provide daily end-user support and assist in desktop projects.
• Monitor service requests and improve IT procedures for productivity.

Skills

Microsoft Office 365

Service Desk Software

Active Directory Troubleshooting

PC Repair and Configuration

Email Scheduling Tools

Tools

LAN Desk

System Center Configuration Manager (SCCM)

Adobe Acrobat

Cisco VPN

Imaging Software

Job description

This is a posting for a potential contract award.

DAS is seeking a Senior Help Desk Specialist for an IT Systems Operations, Maintenance, and Support project.

General Responsibilities of Senior Help Desk Specialist:

The TO Contractor personnel shall collaborate with other SHA end-user technicians, SHA staff, and IT liaisons to support end-user needs and the Tier 1 service desk. Responsibilities include:

• Assist desktop staff with daily end-user support, including replacement and imaging of computers, laptops, thin clients, and tablets.
• Coordinate with the lead on desktop projects to assist in user testing, document applications and software, ensure testing completion, and provide deployment recommendations.
• Install and troubleshoot printers, plotters, and copiers.
• Monitor the SHA Desktop Maximo queue, triage, resolve service requests, and document resolutions.
• Review and improve existing procedures to develop new IT solutions for increased productivity and workflow.
• Participate in desktop support meetings and represent the desktop team as needed.
• Ensure adherence to SHA OIT’s SOPs, policies, and procedures.

Preferred Experience for the Senior Help Desk Specialist:

The candidate should have at least two (2) years of experience in the following technical areas:

• Senior-level experience with Microsoft Office 365, Outlook 2003, McAfee virus scan, LAN Desk, Adobe Acrobat, Cisco VPN, and imaging software.
• Proficiency with service desk software for managing service calls.
• Experience troubleshooting, repairing, installing, upgrading, and reconfiguring PCs, laptops, tablets, printers, scanners, and copiers.
• Knowledge of email and scheduling tools, including Microsoft Outlook 2013 and 2016.
• Active Directory troubleshooting for PC and Microsoft hardware/software.
• Installing and configuring Windows 7, Windows 10, Office 365, and Windows Server 2012 operating systems.
• Configuring Microsoft Active Directory services and remote control tools.
• Experience with System Center Configuration Manager (SCCM).