Business Management Associates · 1 day ago
HelpDesk Specialist
Bowie, MD
Part-time
Hybrid
Senior Level, Lead/Staff
20+ years expBusiness Management Associates, Inc. is seeking a Senior Help Desk IT Support Specialist who provides advanced Tier II and Tier III technical support for enterprise environments. This role is critical in resolving complex incidents and maintaining system reliability while supporting user productivity.
ConsultingCorporate TrainingManagement ConsultingTraining
Responsibilities
Provide Tier II and Tier III technical support for end users across enterprise environments
Serve as escalation lead for complex incidents and unresolved help desk tickets
Troubleshoot and resolve hardware, software, OS, and connectivity issues
Support Windows desktops, laptops, mobile devices, and server environments
Administer Active Directory user accounts, groups, permissions, and access controls
Support and maintain Microsoft 365 and Exchange environments
Manage incident, request, and escalation workflows in accordance with SLAs
Provide remote and on-site technical support as required
Create and maintain technical documentation, knowledge base articles, and procedures
Train and mentor junior help desk and IT support staff
Assist with help desk operations and workflow management
Support printers, peripherals, applications, and network connectivity
Qualification
Required
Provide Tier II and Tier III technical support for end users across enterprise environments
Serve as escalation lead for complex incidents and unresolved help desk tickets
Troubleshoot and resolve hardware, software, OS, and connectivity issues
Support Windows desktops, laptops, mobile devices, and server environments
Administer Active Directory user accounts, groups, permissions, and access controls
Support and maintain Microsoft 365 and Exchange environments
Manage incident, request, and escalation workflows in accordance with SLAs
Provide remote and on-site technical support as required
Create and maintain technical documentation, knowledge base articles, and procedures
Train and mentor junior help desk and IT support staff
Assist with help desk operations and workflow management
Support printers, peripherals, applications, and network connectivity
Tier II / Tier III Help DeskIT Support
Windows DesktopWindows Server support
Active Directory administration
Microsoft 365Exchange
IncidentEscalation Management
HardwareSoftware Troubleshooting
Remote Support Tools
DocumentationKnowledge Management
Bachelor's Degree – Information Systems Management
Master's Degree – English LiteratureForeign Languages
Microsoft Certified Professional (MCP)
Microsoft Certified Systems Administrator (MCSA)
Microsoft Certified Systems Engineer (MCSE)
VMware Certified Professional (VCP 5.5)
IBM Tivoli Storage Manager – Advanced Administration
Red Hat Linux Administration
20+ years of experience providing enterprise-level IT support in large and regulated environments
Company
Business Management Associates
Business Management Associates offers human capital and resources management, training, & business process support services experience.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase