Helpdesk Support Specialist Job Baltimore area,Maryland USA,IT/Tech

Company

Summary:

We are a well established, and growing technology firm that provides cutting-edge services to businesses across the country. We are committed to delivering top-quality customer service and innovative solutions to our clients. We are currently hiring a Helpdesk Support Specialist to join our team and provide outstanding helpdesk support to our clients.

Position Summary:

The Helpdesk Support Specialist will be responsible for providing first-level technical support to clients via deskside, phone, email, or chat. This person will help troubleshoot technical issues, provide guidance on problem resolution, and escalate issues when necessary. The ideal candidate is a friendly and patient problem-solver with excellent communication skills, strong technical knowledge, and a passion for helping others.

NOTE: This is a hybrid/local position. 100% Remote Candidates Will Not Be Accepted

Key Responsibilities:

Provide technical support to clients by answering phone calls, emails, or chats in a timely and friendly manner

Provide telephone support to users in the areas of directories and standard Windows desktop applications

Identify and troubleshoot technical issues

Provide guidance on problem resolution

Escalate issues to senior team members when necessary

Log all support requests in our ticketing system

Maintain knowledge base of common issues and resolutions

Provide excellent customer service by building rapport with clients and ensuring their needs are met

Work collaboratively with other team members to ensure client satisfaction

Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems

Qualifications:

Bachelor's Degree or higher in a technical field and 7+ years of experience in helpdesk support or a related role

Strong technical knowledge of computer software and hardware

Excellent written and verbal communication skills

Ability to multitask and prioritize effectively in a fast-paced environment

Friendly and patient demeanor with a passion for helping others

Ability to work independently and as part of a team

Familiarity with ticketing systems and knowledge bases is a plus

Specialized Experience: At least five (5) years of comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as experience working on a help desk. Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.

This is a full-time position with benefits, including health insurance and a retirement plan. If you are a dedicated, customer-focused professional with a passion for technology, we encourage you to apply for our Helpdesk Support Specialist role today!

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