Help Desk Specialist 2

Description

The Help Desk Specialist Level 2 role provides multi-faceted support to all ADDMAN internal clients / end users in an Information Technology Service Desk capacity. The role is primarily responsible for the intake of customer issues / problems through various channels, including phone, e-mail, Microsoft Teams, and the IT ticketing system. These issues include a variety of desktop technologies, including hardware, operating systems, printing, applications, and VPN technologies. This role is focused on escalated ticket resolution, thereby delivering the best customer experience for our team.

This is a full time position working on-site at :

6721 Baymeadow Dr.

Glen Burnie, MD 21060

This position is subject to the International Traffic in Arms Regulations (ITAR), which requires U.S. citizen status.

Key Responsibilities

• Provides case creation and triage for all incoming events utilizing our IT Ticketing system.
• Adheres to customer defined operating processes & procedures policies / knowledge base articles.
• Provides advanced technical support & resolution for desktop services according to established Service Level Agreements (SLAs).
• Installs, configures, and maintains operating systems (Windows, macOS) and software applications.
• Provide feedback to IT leadership regarding opportunities to improve the quality and value for our internal clients to foster relationships and trust with our internal customers.
• Ability to work in a high-energy environment with constantly shifting priorities.
• Works independently and escalates as appropriate on the customers’ behalf.
• Collaborate with fellow employees and customers in sharing issue resolutions by updating policies, procedures and knowledge base articles.
• Occasional travel may be required.
• Perform other duties as directed.
• Provide support and mentorship to level 1 analysts.

Skills, Knowledge and Expertise

AAWDC is a nonprofit corporation that provides innovative, high-quality workforce development services to Anne Arundel County businesses and residents.  We are the bridge between understanding the workforce and talent development needs of local and regional businesses and preparing individuals to meet their full career potential.

Our Business & Industry Solutions team provides various services to the local business community, and one of them is recruitment assistance. Therefore, the job postings in this section are not directly associated with our organization ; instead, they are featured here as a service for one of our business partners.