Senior Help Desk Specialist

East Case, MD, US • Posted 60+ days ago • Updated 15 days ago

Contract W2

Travel Required

On-site

Depends on Experience

Fitment

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Job Details

Skills

helpdesk
servicenow
jira

Summary

Position Overview

The client is seeking experienced Senior Help Desk Specialists to provide advanced IT support and maintenance for desktops, laptops, mobile devices, and enterprise systems. The specialist will troubleshoot software, hardware, and network issues, ensuring smooth daily operations for all users.

Key Responsibilities

Provide end-user support for desktops, laptops, and mobile devices (Windows, Linux, and macOS).
Install, configure, and maintain computer hardware, software, and network components.
Respond to user tickets via systems such as ServiceNow, JIRA, or similar tools.
Troubleshoot issues related to networks, LAN/WAN, switches, and wireless access points.
Support and manage enterprise antivirus and endpoint protection tools.
Perform diagnostics to identify and resolve hardware and software issues.
Provide remote and on-site support, including peripheral troubleshooting (printers, scanners, etc.).
Maintain accurate documentation of all service requests, resolutions, and user satisfaction.
Assist with IT asset tracking, inventory management, and equipment disposal.
Prepare daily and weekly activity/status reports.
Ensure adherence to all IT security and MHBE project management policies.
Work flexible hours, including evenings, weekends, and holidays if required.

Minimum Qualifications

7+ years of IT support experience in an enterprise environment.
3+ years of experience with help desk ticketing systems such as JIRA or ServiceNow.
3+ years of experience supporting LAN, switching, and wireless access points (WAP).
3+ years managing enterprise antivirus solutions.
Strong working knowledge of:

Active Directory, Windows Server, MS Office Suite, and Google Suite
Windows 11, Linux, and Mac OS
Network protocols (TCP/IP, DHCP, UDP) and devices (routers, switches, firewalls)
Printers (Lexmark, HP, Canon, Konica, etc.)

Excellent communication and customer service skills.
Ability to lift and carry IT equipment (computers, monitors, etc.).

Preferred Qualifications

5+ years managing Active Directory environments or servers.
Experience as a Service Desk Administrator (JIRA or ServiceNow).
Certifications such as:

Dell Certified Systems Expert (DCSE)
Apple Certified Support Professional (ACSP)
Microsoft Certified Solutions Expert (MCSE)
Cisco Certified Network Associate (CCNA)

Experience managing endpoint protection tools like McAfee EPO.
Familiarity with PMO policies and processes.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90941473
Position Id: 8799392
Posted 30+ days ago

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Senior Help Desk Specialist

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Job Details

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