Helpdesk Specialist

Title : Senior Helpdesk Specialist

Client : Maryland Health Benefit Exchange

Interview mode : The client shall, for each round of interviews, determine whether phone / internet or in-person interviews will be utilized.

Location : 750 East Pratt Street, 6

th

Floor, Baltimore, Md 21202 (the resource may be required to work on-site or remotely on specific days as determined by the client).

The client seeks a Helpdesk Specialists to provide IT software, hardware installation, maintenance, support, and Help Desk services, including resolving issues with software installations on desktops, laptops, mobile devices, and other help desk related technical support services.

Duties / Responsibilities

• Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.
• Utilize ticketing systems to answer user questions, solve desktop / laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
• Provide telephone and online remote software / computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
• Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
• Analyze and assess equipment and performance degradation, including determination of hardware, software, and / or other technical changes necessary.
• Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
• Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
• Provide daily and weekly status reports of ongoing efforts.
• Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.
• Note : The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

Minimum Qualifications

Education / Certifications