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Help Desk Specialist-Senior
Help Desk Specialist-SeniorCalifornia Creative Solutions Inc. • Baltimore, MD, United States
Help Desk Specialist-Senior

Help Desk Specialist-Senior

California Creative Solutions Inc. • Baltimore, MD, United States
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Roles / Responsibilities :

  • Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.
  • 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 offsite 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 determination of hardware, software, and / or other technical changes necessary.
  • Provide assistance 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.

Mandatory Skills :

  • 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, Service now 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.

    • Desirable Skills :

  • 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 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
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    Help Desk • Baltimore, MD, United States