Job Details

Title: Help Desk Support Technician

Location: Baltimore, MD (Remote)

JOB DESCRIPTION:
• ITEM 1 SKILL SET: HELP DESK SUPPORT TECHNICIAN

Responsibilities:
• Communicates with all levels of customers
• Installs and configures applications and other supported software packages
• Performs basic troubleshooting and triage of computers via remote computer access

and phone
• Resolves routine issues and problems related to hardware and software
• Creates tickets for all problems called into the Technology Helpdesk
• Quickly escalates issues and problems that are not resolvable as necessary
• Assists clients with resolving device related issues via telephone support
• Helps determine technical needs of supported systems
• Participates as team member on projects
• Records activities in the service desk software system
• Updates/Creates internal supported system documentation
• Communicate technical issues, risks, and approaches to clients
• Performs other duties as assigned

Required Skills:
• Possession of a high school diploma or an appropriate equivalent, plus one year of

experience in an inbound call center environment
• Two years installing, configuring, maintaining, and trouble-shooting personal

computers and related equipment, operating systems, and software applications,

preferably in a large, multi-site agency.
• Experience with remote troubleshooting preferred
• Possession of a valid class C Maryland driver's license or an equivalent is required

Desired Skills:
• Possession of A+ (Remote Technician) and Network+ certification is preferred
• Knowledge of computer operations and support
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers

and related equipment
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems,

software applications, and cabling components
• Skill in providing technical assistance, guidance, and training to users of varying

levels of skills and abilities
• Skill in establishing and maintaining effective working relationships
• Skill in effectively prioritizing assignments and tasks
• Skill in communicating clearly and effectively
• Ability to provide consistent quality customer service
• Ability to deescalate customers
• Ability to maintain confidential information