Help Desk Specialist - Baltimore, MD

Help Desk Specialist

Navitas is seeking a skilled Help Desk Specialist to provide technical support and end-user assistance within a large-scale enterprise IT environment supporting the Maryland Department of Health (MDH). This individual will serve as the first point of contact for troubleshooting desktop hardware, software, printer, server, and network-related issues while supporting enterprise systems, infrastructure operations, and Help Desk services.

The ideal candidate will possess strong experience supporting Microsoft Windows environments, Active Directory administration, server management, and customer-focused Help Desk operations. This role requires excellent communication skills, technical troubleshooting expertise, and the ability to provide responsive and effective technical support within a fast-paced enterprise environment.

Responsibilities will include but are not limited to:

• Provide telephone, remote, and in-person technical support for desktop systems, enterprise applications, network connectivity, and end-user technology issues.
• Serve as the initial point of contact for troubleshooting PC hardware, software, printer, server, and network-related problems.
• Install, configure, maintain, troubleshoot, and repair network software, servers, operating systems, and network utilities to minimize user downtime and maintain operational continuity.
• Maintain enterprise systems in compliance with Maryland Department of Health (MDH), Office of Enterprise Technology (OET), and Maryland Department of Information Technology (DoIT) security standards, policies, and best practices.
• Create and deploy scripts, automation solutions, and technical processes to improve operational efficiency and streamline support activities.
• Administer and maintain Active Directory environments including user accounts, group policies, organizational units, permissions, replication, and enterprise directory services.
• Configure, install, maintain, troubleshoot, and repair enterprise hardware and communication equipment including: servers, switches, hubs, modems, printers, fax equipment, network cabling, presentation systems, video conferencing equipment, and specialized digital devices.
• Respond to Help Desk and Service Desk requests while documenting troubleshooting activities, resolutions, installation procedures, and user support activities.
• Adhere to established Service Level Agreements (SLAs), operational procedures, and customer support standards.
• Consult with users and stakeholders to identify technical requirements and recommend effective hardware, software, and infrastructure solutions.
• Prepare and maintain technical documentation, installation procedures, support materials, inventory records, and user support documentation.
• Maintain centralized inventory and asset management records for enterprise hardware, software, and user technology resources.
• Support server administration, infrastructure operations, hardware maintenance, and enterprise technology deployments.
• Collaborate with infrastructure, networking, security, and application support teams to resolve operational and technical issues.
• Provide end-user training, technical guidance, and operational support as needed.

What You'll Need:

• Bachelor's degree from an accredited college or university in Computer Science, Information Systems, Engineering, Business, or related technical discipline required.
• 3+ years of equivalent experience in a related technical field may be substituted in lieu of degree requirements.
• 5+ years of experience within a business IT environment supporting PC hardware, enterprise applications, or client/server environments.
• 5+ years of comprehensive experience supporting PC operating systems including Windows environments and Help Desk operations.
• 5+ years administering large-scale Active Directory environments.
• 3+ years managing server hardware and software utilizing Microsoft Server operating systems.
• 3+ years providing user and infrastructure support within a Help Desk or Service Desk environment.
• Strong knowledge of: networking concepts, OSI/OST model, TCP/IP, DNS, DHCP, Active Directory, user, computer, and group administration, Active Directory replication, server administration, hardware troubleshooting and repair, Windows Server operating systems.
• Demonstrated ability to communicate effectively both orally and in writing.
• Strong customer service orientation with the ability to support users in fast-paced enterprise environments.

Set yourself apart:

• Microsoft certifications such as:
  Microsoft Certified:
  Windows Server Hybrid Administrator Associate, Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Solutions Associate/Expert (MCSA/MCSE).
• Experience supporting Maryland State Government or other public sector enterprise environments preferred.
• Familiarity with ITIL processes, service management frameworks, and enterprise ticketing systems.
• Experience supporting enterprise security compliance, endpoint management, and infrastructure modernization…