Help Desk Specialist (Senior)

Job Title: Help Desk Specialist (Senior)

Location: Baltimore MD

Type: Contract

Job Description

The Help Desk Specialist (Senior) provides advanced technical support in an enterprise IT environment. The role involves troubleshooting, system maintenance, network support, and end-user assistance across multiple platforms and technologies.

Responsibilities

• Perform hardware configuration, system testing, software upgrades, and troubleshooting.
• Provide remote and on-site technical support for desktops, laptops, and peripherals.
• Resolve network, computer, and software issues via phone, remote tools, or desk-side visits.
• Use ticketing systems (e.g., JIRA, ServiceNow) to document incidents and resolutions.
• Apply diagnostic methods to identify root causes and implement corrective actions.
• Maintain accurate records of support activities, inventory, and IT equipment.
• Analyze hardware and software performance and recommend improvements.
• Manage enterprise antivirus systems and endpoint protection tools.
• Support and maintain LAN/WAN connectivity, switches, routers, firewalls, and WAPs.
• Assist with Active Directory, Windows Server administration, and user management.
• Provide system performance and activity reports as required.
• Adhere to all IT security, change control, and PMO policies.

Note: Candidate must be available to work overtime, weekends, holidays, and off-hours as needed.

Minimum Qualifications

• 7+ years of experience supporting hardware, software, and enterprise IT environments.
• 3+ years of experience using JIRA, ServiceNow, or similar help desk systems.
• 3+ years of experience with LAN, switching, and wireless technologies.
• 3+ years of experience managing enterprise antivirus solutions.
• Proficiency with MS Active Directory, Windows Server, MS Office Suite, and Google Workspace.
• Experience supporting Windows 11, Linux, and macOS environments.
• Experience with multifunction printers (Lexmark, HP, Canon, Konica, etc.).
• Knowledge of TCP/IP, UDP, DHCP, routers, switches, and firewalls.
• Ability to lift and carry IT equipment such as desktops, monitors, and laptops.

Preferred Qualifications

• 5+ years managing Active Directory environments or servers.
• Experience administering JIRA or ServiceNow ITSM.
• Certifications such as:
• Dell Laptop/Desktop Certification or DCSE
• Apple Certified Support Professional (ACSP)
• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Associate (CCNA) or Juniper equivalent
• Endpoint Protection or McAfee EPO experience
• Experience working within PMO processes and documentation standards.

Please share your word format resume with complete contact details along with Work Status and expected rate.

Note: Client prefers local candidates.