Helpdesk Specialist

Educology Solutions (ESI) is seeking a knowledgeable and customer-focused Helpdesk Specialist to provide first-line technical support to our employees and clients. The Helpdesk Specialist will troubleshoot hardware, software, and network issues, resolve service requests promptly, and ensure users receive effective solutions with a high level of customer service. This is a full-time, hybrid position that requires flexibility to support 24x7 technical operations environment in multiple state offices across the State of Maryland and proficiency in the technologies outlined below, including HighVIEW.

Key Responsibilities

• Monitor and review current IT systems (network, software, and hardware) to identify and resolve errors or issues.
• Provide Tier 1 2 end-user support, including diagnosing problems, researching resolutions, and answering technical inquiries.
• Collaborate with the Technical Committee to evaluate system requirements and ensure operational efficiency.
• Assist in the development and enhancement of IT systems to improve performance and functionality.
• Prepare cost-benefit analyses and recommendations for proposed system upgrades.
• Support the implementation, configuration, and deployment of new or upgraded systems.
• Test and troubleshoot newly implemented systems to ensure reliability and optimal performance.
• Maintain accurate records, documentation, and asset inventory.
• Develop and update user manuals, training guides, and documentation.
• Conduct training sessions for employees on system usage and best practices.
• Gather and analyze system requirements, document workflows, and support system design efforts.
• Facilitate communication among stakeholders to ensure system quality and performance.
• Support system implementation, integration, and ongoing maintenance activities.

Qualifications

Education & Experience

• Bachelor s degree in information technology, Computer Science, or a related field; or 4+ years of equivalent professional experience.
• 5+ years providing end-user, Tier 1 2 help desk, and technical support in a professional environment.

Certifications (Required or in Progress)

• CompTIA A+ or ITIL Foundation Certification.
• Microsoft Modern Desktop Administrator Certification preferred.

Technical Proficiency

• Windows and/or macOS operating systems.
• Microsoft 365 Suite and Active Directory administration.
• Networking fundamentals (TCP/IP, DNS, VPN, Wi-Fi).
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Zendesk.
• Remote troubleshooting of devices and peripherals (printers, scanners, etc.).

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to explain complex issues to non-technical users.
• Calm under pressure, with solid problem-solving and time-management skills.

Preferred Qualifications

• CompTIA Network+, Security+, or additional Microsoft certifications.
• Experience supporting remote and hybrid work environments.
• Knowledge of ITIL service management principles and practices.
• Proven experience creating user training materials and technical documentation.