Senior Help Desk Specialist

TriTech Enterprise Systems is seeking a "Senior Help Desk Specialist' to support a Maryland State contract. This candidate will support the following duties: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 supportUtilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolutionProvide 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 equipmentApply diagnostic techniques to identify problems, investigate causes, and recommend solutionsEnsure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metricsAnalyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessaryProvide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as requiredCollect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user baseProvide daily and weekly status reports of ongoing effortsAdhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologiesNote: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hoursQualifications:A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applicationsA minimum of three (3) years of experience using JIRA, Service now or other help desk ticketing applicationsA minimum of three (3) years of experience supporting Lan, Switching, and Wireless Access Points (WAP) or relatedA minimum of three (3) years of experience managing enterprise antivirus solutionsProficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, Enterprise Application and experience with Google SuiteExperience supporting desktop and laptop operating systems using Windows 11, Linux and MAC OSExperience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etcExperience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or serversPossesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfullyAbility to learn new technical concepts quickly and stay abreast of current trendsAbility to lift and carry desktop equipment such as laptops, computers, and monitorsAbility to work collaboratively with various technical teams, business users, managers, and other non-technical staffPreferred Qualifications:A minimum of five (5) years of experience managing Active Directory Environment or ServersExperience as a Service Desk Administrator of JIRA or other similar productsExperience with using ServiceNow IT Service Management suite or equivalentPossess Dell Laptop and Desktop certificationPossess Dell Certified Systems Expert (DCSE) CertificationPossess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise active directory environmentsPossess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environmentPossess Cisco Certified Network Associate (CCNA) or Juniper CertificationsPossess any Endpoint Protection Certificate or hands-on experience managing McAfee EPO or similar encryption ToolsExperience working with the Project Management Office (PMO) processes, policies, and proceduresTriTech is an equal opportunity employer!Powered by JazzHRXONO4CBPQA