Sr. Helpdesk Specialist

Sr. Helpdesk Specialist

Location : 750 East Pratt Street, 6th Floor, Baltimore, MD 21202

Duration : 12 months

Total position : 3

Role Type : Hybrid ( 3 days at office)

End client : State of MD

Minimum Qualifications :

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.

Preferred Qualifications

Help Desk Specialist (Senior) 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.