ServBeyond Solutions LLC · 2 days ago

Senior Help Desk Specialist

Baltimore, MD

Full-time

Onsite

Senior Level

$60K/yr - $65K/yr

7+ years exp

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Responsibilities

Provide telephone and in-person support to users for directories, standard Windows desktop applications, and applications developed under this contract or predecessors.

Serve as the initial point of contact for troubleshooting PC hardware and software issues, including printer problems.

Assist users with advanced technical support for PC hardware and software, including operating systems like DOS and Windows.

Document and track user issues and resolutions in a help desk ticketing system.

Communicate effectively with users to understand their issues and provide timely solutions.

Maintain a positive customer service attitude while handling user inquiries and problems.

Mentor junior help desk specialists and provide guidance on complex issues.

Participate in the development and improvement of help desk processes and procedures.

Qualification

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IT environment experiencePC hardwareInformation systems developmentClient/server fieldPC operating systemsHelp desk supportCommunicationCustomer servicePositive attitude

Required

Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline, or three (3) years of equivalent experience in a related field.

Minimum of seven (7) years of experience in a business IT environment with an emphasis on PC computer hardware and applications, including information systems development, work in the client/server field, or related fields.

At least five (5) years of comprehensive knowledge of PC operating systems (e.g., DOS, Windows) and experience working on a help desk.

Must demonstrate the ability to effectively communicate both orally and in writing and maintain a positive customer service attitude.