Booker DiMaio
Senior Help Desk Specialist - Onsite in Baltimore, MD
Booker DiMaio, Baltimore, Maryland, United States, 21276
Senior Help Desk Specialist – Onsite in Baltimore, MD
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Senior Help Desk Specialist – Onsite in Baltimore, MD
role at
Booker DiMaio .
This project is onsite in Baltimore, MD. Anticipated start date is mid-November with an initial duration of 7 months and two 12‑month extensions. It is a 1099 contract.
Required Qualifications
Minimum 7 years experience in an enterprise IT environment supporting computer hardware, software, and enterprise applications.
Minimum 3 years using JIRA, ServiceNow, or other ticketing applications.
Minimum 3 years supporting LAN, switching, and WAP.
Minimum 3 years managing enterprise antivirus solutions.
Proficiency in MS Active Directory, Microsoft Windows Server, MS Office, enterprise applications, and Google Suite.
Experience supporting Windows 11, Linux, and macOS.
Experience in LAN/WAN protocols (TCP/IP, UDP, DHCP) and devices (routers, switches, firewalls, servers).
Ability to lift and carry desktop equipment.
Preferred Qualifications
Minimum 5 years managing Active Directory environments or servers.
Experience as Service Desk Administrator of JIRA or similar.
Experience with ServiceNow IT Service Management suite.
Desired Certifications (Not Required)
Dell Laptop and Desktop Certification.
Dell Certified Systems Expert (DCSE).
Apple Certified Support Professional (ACSP) 10.10 or 3 years macOS/Apple support.
Microsoft Certified Solutions Expert or 5 years managing Active Directory.
Cisco Certified Network Associate (CCNA) or Juniper certifications.
Duties & Responsibilities
Use technical expertise to perform hardware configuration, system testing, software upgrades, and troubleshooting.
Utilize ticketing system to resolve user issues, escalating when necessary.
Provide telephone and remote support for local and off‑site users.
Assist at desk‑side: troubleshooting and replacing desktop/peripheral equipment.
Apply diagnostics to identify problems and recommend solutions.
Document all tickets with clear details and metrics.
Analyze equipment performance and recommend changes.
Maintain inventory control of State‑owned IT equipment.
Collect statistics on hardware/software incidents and service calls.
Provide daily and weekly status reports.
Adhere to security, change control, and MHBE PMO policies.
Note:
The candidate must be flexible to work overtime including weekends, holidays, and off‑hours.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
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Senior Help Desk Specialist – Onsite in Baltimore, MD
role at
Booker DiMaio .
This project is onsite in Baltimore, MD. Anticipated start date is mid-November with an initial duration of 7 months and two 12‑month extensions. It is a 1099 contract.
Required Qualifications
Minimum 7 years experience in an enterprise IT environment supporting computer hardware, software, and enterprise applications.
Minimum 3 years using JIRA, ServiceNow, or other ticketing applications.
Minimum 3 years supporting LAN, switching, and WAP.
Minimum 3 years managing enterprise antivirus solutions.
Proficiency in MS Active Directory, Microsoft Windows Server, MS Office, enterprise applications, and Google Suite.
Experience supporting Windows 11, Linux, and macOS.
Experience in LAN/WAN protocols (TCP/IP, UDP, DHCP) and devices (routers, switches, firewalls, servers).
Ability to lift and carry desktop equipment.
Preferred Qualifications
Minimum 5 years managing Active Directory environments or servers.
Experience as Service Desk Administrator of JIRA or similar.
Experience with ServiceNow IT Service Management suite.
Desired Certifications (Not Required)
Dell Laptop and Desktop Certification.
Dell Certified Systems Expert (DCSE).
Apple Certified Support Professional (ACSP) 10.10 or 3 years macOS/Apple support.
Microsoft Certified Solutions Expert or 5 years managing Active Directory.
Cisco Certified Network Associate (CCNA) or Juniper certifications.
Duties & Responsibilities
Use technical expertise to perform hardware configuration, system testing, software upgrades, and troubleshooting.
Utilize ticketing system to resolve user issues, escalating when necessary.
Provide telephone and remote support for local and off‑site users.
Assist at desk‑side: troubleshooting and replacing desktop/peripheral equipment.
Apply diagnostics to identify problems and recommend solutions.
Document all tickets with clear details and metrics.
Analyze equipment performance and recommend changes.
Maintain inventory control of State‑owned IT equipment.
Collect statistics on hardware/software incidents and service calls.
Provide daily and weekly status reports.
Adhere to security, change control, and MHBE PMO policies.
Note:
The candidate must be flexible to work overtime including weekends, holidays, and off‑hours.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
#J-18808-Ljbffr