Helpdesk Specialist, Senior

The Helpdesk Specialist, Senior shall, in cooperation with other MDOT SHA end-user technicians, work with MDOT SHA staff and IT liaisons. Supporting the needs of the end-user and the Tier 1 service desk. This includes:

Duties: Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

Primary Responsibilities

• Assist the desktop staff with daily end-user support, including replacement and imaging of computers, laptops, thin clients and tablets.
• Work with the assigned lead for all desktop-related projects to assist in user testing. Identify and document all applications and software to be tested, work with end users in specifically identified offices to ensure testing is completed and results are documented and shared. Provide input and recommendations as to deployment and scheduling. Assist with other members of desktop staff to deploy new or upgrade additions to present specifications.
• Installation and troubleshooting of printers, plotters and copiers.
• Review existing procedures to assist in developing new IT solutions, which would improve productivity and end-user workflow.
• Attend and participate in desktop support staff meetings, or other meetings within MDOT SHA as a representative of the desktop team, as required.
• Participate in knowledge transfer activities such as background and status update meetings, background and status update emails, or job shadowing occurring on the reassignment of a project resource from one task/project to another (either permanent or temporary transfer).
• Attend network section, desktop section, service desk and or IT liaison meetings and other meetings upon request.
• Assist in the review and/or recommendations of hardware and/or software evaluations including Commercial-off-the-Shelf (COTS) software, as needed.
• Assist in research efforts supporting the technical services division, as needed.

At least two (2) years of experience in the following areas:

• Prior senior level experience in each Office 365, Microsoft Outlook 2003, McAfee virus scan, LAN Desk, Adobe Acrobat, Cisco VPN software and imaging software.
• Prior senior experience using service desk software (opening, documenting, closing, follow up on service calls).
• Prior senior level experience troubleshooting, repairing, installing, upgrading and reconfiguring each of the following items: PCs, laptops, thin clients, stand-alone printers and networked printers, stand-alone and networked scanners and copiers.
• Prior experience using Email/ Scheduling: Microsoft Outlook 2013, 2016.
• Prior experience with Active Directory including troubleshooting PC and Microsoft hardware or software.
• Prior experience installing and configuring desktop operating systems: Windows 7, Windows 10 & Office 365.
• Prior experience installing and configuring server operating systems: Windows 2012.
• Prior experience installing and configuring Microsoft Active Directory services.
• Needs to maintain excellent customer service skills as well as outstanding verbal and written communication skills., * Associate's degree from an accredited college or university in Computer Science, Information Systems, Business or other related technical discipline.
• A Bachelor's Degree in one of the above disciplines equals one year specialized and two (2) years general experience.
• An additional year of specialized experience may be substituted for the required education.

General Experience: Two (2) years of experience in a computer-related field.

Specialized Experience: One (1) year of experience administering multi user, shared processor systems and data communications networks

Physical Demands

This is largely a sedentary role; however, some filing is required. The ability to move files, open filing cabinets, and bend or stand as necessary would be required.

3.33.3 out of 5 stars 55 Wade Avenue, Catonsville, MD 21228 $38,000 - $41,000 a year, Pulled from the full job description

• Referral program
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account

At JASINT, we proudly boast a "together we can" attitude. That is only possible with a strong, talented team. Our goal is to answer the call to provide top mission and Warfighter support at all levels, and that's why we are seeking you! We understand and respect the dedication and sacrifice required to serve our nation's greatest efforts, and our commitment, in turn, is to Support You! JASINT cares about your work-life balance and offers competitive benefits to help you at every stage of your personal and professional life by providing the following: Retirement/401k with an employer match, employer-paid health, dental, vision for employees, flexible spending accounts (HSA/FSA), company partially funded HSA, STD/LTD, professional development, tuition and certification reimbursement, spot award recognition, PTO, Floating Holidays. *** JASINT offers internal and external referral bonuses for all cleared exceptional talent we hire! Friends of yours are friends of JASINT! *** JASINT provides equal employment opportunities to all employees and applicants without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, genetic testing results, or military service. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. JASINT participates in E-Verify and will provide the federal government with I-9 information to confirm that all new hires are authorized to work in the U.S. To learn more about E-Verify, please visit dhs.gov/e-verify.