Help Desk Specialist

Duties:

• Provides telephone and in-person support to users in the areas of standard Windows desktop applications, and applications developed under our client.
• Serves as the initial point of contact for troubleshooting application software and possibly PC and/or mobile device problems.
• Proficient in learning how an application works on the business side and the system side in order to assist our client's internal and external customers.
• Great customer service skills
• Excellent documentation and attention to details such as logging Help Desk calls into tracking system. Ability to log potential defects with portal testers.
• Execute Help Desk level II process and procedures.
• Ability to generate reports and data related to Help Desk tracking system
• Perform additional duties during Help Desk down time which as revise Help Desk materials for existing staff, creating cheat-sheets for current end users to make navigation easier with system end users
• Attend meetings when requested
• Professionally dressed every day
• Experience with training others (desired, but not required)
• Works great independently or with a team
• Weekend flexibility as necessary

Education: A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.

General Experience:This position requires a minimum of three (3) years of experience in a business IT environment with emphasis on PC computer hardware and applications. General experience includes, but is not limited to: information systems development, work in the client/server field, or related fields.

Specialized Experience: At least five (3) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a Level II Help Desk.

• Understanding of system rules versus Business rules on the customer
• Minor test experience (preferred, but not required)
• Familiarity with child care in the state of Maryland (preferred, but not required)
• Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.

Job Types: Full-time, Contract

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Software troubleshooting: 1 year (Required)
• PC Computer hardware and applications: 3 years (Required)
• Client/Server Field: 3 years (Required)
• PC operating systems, DOS, Windows: 3 years (Required)
• Level II Help Desk: 3 years (Required)
• Help Desk: 3 years (Required)

Work Location: Hybrid remote in Baltimore, MD 21201