26-2280: Help Desk Specialist - Baltimore, MD

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.

• 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
  • 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.

• 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 operati