Helpdesk Support Specialist

Position Overview

Our client is seeking a Help Desk Technician to join a collaborative IT Operations team consisting of an IT Supervisor and two additional technicians. This role serves as the primary point of contact for end-user technical support and is responsible for resolving a wide variety of hardware, software, application, and access-related issues. The ideal candidate will thrive in a fast-paced support environment, possess strong troubleshooting skills, and be committed to delivering exceptional customer service.
The Help Desk Technician will support users both remotely and onsite, handling approximately 10 to 30 support tickets per day. Support requests are received through phone calls, email, and the organization's ticketing system.

Key Responsibilities

• Serve as the first point of contact for end-user technical support requests.
• Manage and resolve 10 to 30 support tickets daily while maintaining service level expectations.
• Provide technical assistance through phone, email, remote support tools, and in-person support.
• Troubleshoot and resolve desktop, laptop, printer, and peripheral device issues.
• Support Microsoft Windows operating systems and diagnose common workstation-related problems.
• Troubleshoot network connectivity issues, including wired, wireless, VPN, and access to shared resources.
• Investigate and resolve file share access issues and permissions-related requests.
• Assist users with Microsoft 365 applications and troubleshoot access-related concerns.
• Escalate complex Microsoft 365 issues to appropriate support teams while thoroughly documenting findings and requirements.
• Perform Active Directory administration tasks, including:
  • Password resets
  • Account unlocks
  • Group membership reviews
  • Basic user account administration
• Support printer installations, troubleshooting, and connectivity issues.
• Assist with hardware deployment, workstation setup, and basic imaging activities.
• Perform malware scans and assist with endpoint security-related troubleshooting.
• Support Windows updates, software installations, upgrades, and application troubleshooting.
• Utilize remote support tools such as Log Me In  Rescue and Microsoft Teams to assist end users.
• Escalate unresolved issues to senior IT staff or specialized teams when necessary.
• Maintain accurate documentation of troubleshooting steps, resolutions, and customer interactions.

Documentation & Process Responsibilities

• Create, update, and manage tickets within the Track-It ticketing system.
• Ensure all incidents, service requests, and resolutions are documented thoroughly and accurately.
• Contribute to the creation, maintenance, and improvement of knowledge base articles.
• Follow established IT support processes, procedures, and escalation paths.
• Identify recurring issues and recommend process improvements where appropriate.

Required Qualifications

• 2+ years of experience in a Help Desk, Service Desk, or Technical Support role.
• Experience supporting Windows desktop and laptop environments.
• Hands-on experience with Active Directory user administration.
• Experience troubleshooting Microsoft 365 applications and user access issues.
• Strong understanding of Windows operating systems, hardware troubleshooting, and peripheral support.
• Familiarity with basic networking concepts and connectivity troubleshooting.
• Experience using remote support tools in a customer-facing environment.
• Experience working with ticketing systems and documenting technical issues.
• Excellent customer service and communication skills.

Preferred Qualifications

• Experience with Log Me In  Rescue, Microsoft Teams, and Track-It.
• Knowledge of endpoint imaging and workstation deployment processes.
• Experience supporting printers, file shares, and enterprise applications.
• Exposure to endpoint security tools and malware remediation processes.
• Associate degree, technical certification, or equivalent IT support experience.

Key Competencies

• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to service excellence.
• Strong organizational skills and attention to detail.
• Ability to work independently while collaborating effectively within a small team environment.

Job Type & Location
This is a Contract position based out of Columbia, MD.
Pay and Benefits
The pay range for this position is $21.00 - $23.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee…