Help Desk Technician - Baltimore, Md

Join our growing team and get in on the ground floor with advancement potential. BigThumb is seeking an Level 1 Tech Customer Care Support Coordinator to support clients both on-site and remote with Help Desk support activities for our rapidly expanding market locations. In addition, this position will operate as a member of the national Help Desk team by resolving tickets, answering technical questions and elevating technical issues as needed.

We are looking for a person who will aggressively and effectively handle multiple, often simultaneous, customer based projects with an analytical mind and logic-based troubleshooting tactics. Even though we work as a team, this position will be responsible for turn-key engineering projects in an IT based entrepreneurial environment.

Microsoft Windows Server 2008-2021 and Small Business Service 2008-2011

Virtualization/VMWare

Microsoft DNS, DHCP, Routing & Remote access/VPN, Terminal Services

Microsoft Exchange Server 2007-2019

Microsoft SQL Server 2005 and later

Microsoft SharePoint

Microsoft Windows XP, 7, 8, 10 and later

Microsoft Office 2007 and later

Consumer and commercial anti-spyware products

Consumer and commercial routers, firewalls, security appliances, switches, etc

Common end-user financial applications such as QuickBooks & Quicken

Commercial backup software

Microsoft Remote Desktop Connection, VNC

Voice over IP (VoIP) experience

Internet and networking concepts, both hardware and software

Wireless networking concepts and application

Ability to manage multiple 3rd party vendors

***Bonus experience: Data center management, enterprise hardware installation & configuration.

This is a salaried position with the opportunity for bonuses based on performance, customer satisfaction and overall business growth. Travel will be expected, including overnight travel as needed.

Key Responsibilities:

· Respond to requests for technical assistance in person, via phone, and electronically.

· Analyze system faults, troubleshoot, and run diagnostic test on operating system and hardware to detect problems as needed.

· Identify technical and performance issues and elevate those concerns as needed.

· Initiate preventive maintenance on the workstations as well as be capable of repairing system problems.

· Ensure established IT procedures are followed when resolving technical issues.

· Ensure that a thorough and proactive communication with technical support requestors is maintained.

· Ensure that all Help Desk interactions are logged to a sufficient level of detail.

Position Requirements:

· Ability to communicate technical concepts to technical and non-technical audiences.

· Solid writing, communication and presentation skills required.

· Must have excellent interpersonal skills and be service oriented.

· Strong skills with technical documentation and detail focused required.

· Ability to manage multiple concurrent projects and tasks simultaneously.

· Strong analytical, problem solving, project management skills required.

· Demonstrated aptitude for learning new technologies.

- Reliable transportation is a must.

Education and Experience:

· 4 year college degree or technical degree

· Minimum 1-3 years IT related experience

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years

Schedule:

• 8 hour shift

Education:

• Bachelor's (Required)

Work Location: In person