DMI Computer · 2 months ago
Senior Helpdesk Specialist
Baltimore, MD
Full-time
Hybrid
Senior Level
7+ years expDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Senior Helpdesk Specialist to provide technical support for desktop and laptop issues, ensure proper documentation of support tickets, and assist in maintaining IT equipment inventory.
Information TechnologyManufacturingSoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution
Provide telephone and online remote software/computer troubleshooting support for local and off-site users to resolve network, computer, and software issues
Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment
Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics
Analyze and assess equipment and performance degradation, including the determination of hardware, software, and/or other technical changes necessary
Assist in maintaining inventory control and location records of State-owned IT equipment, software, and disposal of property as required
Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base
Provide daily and weekly status reports of ongoing efforts
Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies
Qualification
Required
Bachelor's degree from an accredited college or university in Engineering, Computer Science, Information Systems, Business, or other related disciplines, or equivalent
A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications
A minimum of three (3) years of experience using JIRA, ServiceNow or other help desk ticketing applications
A minimum of three (3) years of experience supporting LAN, Switching, and Wireless Access Points (WAP) or related
A minimum of three (3) years of experience managing enterprise antivirus solutions
Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, Enterprise Application, and experience with Google Suite
Experience supporting desktop and laptop operating systems using Windows 11, Linux, and MAC OS
Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica, etc
Experience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers
Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully
Ability to learn new technical concepts quickly and stay abreast of current trends
Ability to lift and carry desktop equipment such as laptops, computers, and monitors
Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff
Preferred
A minimum of five (5) years of experience managing Active Directory Environment or Servers
Experience as a Service Desk Administrator of JIRA or other similar products
Experience with using the ServiceNow IT Service Management suite or equivalent
Possess Dell Laptop and Desktop certification
Possess Dell Certified Systems Expert (DCSE) Certification
Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise Active Directory environments
Possess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment
Possess Cisco Certified Network Associate (CCNA) or Juniper Certifications
Possess any Endpoint Protection Certificate or hands-on experience managing McAfee EPO or similar encryption Tools
Experience working with the Project Management Office (PMO) processes, policies, and procedures
Benefits
Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
Company
DMI Computer
Distribuidor mayorista informático con una trayectoria de más de 30 años de experiencia en sector.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase