Help Desk Support jobs in Baltimore, MD

Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)

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Help Desk Support Technician
  • DecisionPoint | Cortek
  • Baltimore, MD FULL_TIME
  • Overview

    DecisionPoint Corporation is seeking a Help Desk Support Technician to join our team! The Help Desk Support Technician will work in a Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions. 

     

    This position requires 1 day a week onsite in Baltimore, MD.

    Duties & Responsibilities

    Essential Functions, Responsibilities & Duties may include, but are not limited to:

    • The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
    • Documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
    • Dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
    • Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.
    • Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
    • Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems
    • Accept and process virtual call inquires for hardware and software,
    • Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
    • Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
    • Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
    • Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
    • Gather information and follow required diagnostic procedures.
    • Adhere to the Standard Operating Procedures (SOP).

    Qualifications

    • Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A certification.
    • Minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.

    Our Equal Employment Opportunity Policy

    • EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
    • Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
    • Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.
  • 15 Days Ago

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Help Desk Support Technician
  • DecisionPoint Corporation
  • Baltimore, MD FULL_TIME
  • Help Desk Support Technician ID 2024-2378 Job Locations US-MD-Baltimore Category Information Technology Type Regular Full-Time Overview DecisionPoint Corporation is seeking a Help Desk Support Technic...
  • 16 Days Ago

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HELP DESK SUPPORT TECHNICIAN
  • devine professional consulting group
  • Baltimore, MD FULL_TIME
  • Responsibilities:Communicates with all levels of customersInstalls and configures applications and other supported software packagesPerforms basic troubleshooting and triage of computers via remote co...
  • 16 Days Ago

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Help Desk Support Specialist
  • Dobbs Defense Solutions
  • Columbia, MD FULL_TIME
  • Our MissionAt Dobbs Defense, we deliver mission-centric IT, Cyber, and data analytics solutions for our government and commercial clients through the convergence of automation, innovation, training, a...
  • 7 Days Ago

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Help Desk Support Technician
  • Whitman, Requardt & Associates, LLP
  • Baltimore, MD FULL_TIME
  • At Whitman, Requardt & Associates, LLP, we are "People Focused and Project Driven". We have been in business for more than 105 years and we are known for our quality work and quality employees. This i...
  • 7 Days Ago

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Help Desk Support Specialist
  • ASSYST, Inc.
  • Baltimore, MD FULL_TIME
  • The Help Desk Specialist plays a vital role in assisting the system administration team to ensure the effective development, deployment, and maintenance of GRC tools. This role involves collaborating ...
  • 1 Month Ago

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0 Help Desk Support jobs found in Baltimore, MD area

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IT Support Specialist
  • Capital One
  • Baltimore, MD
  • Center 1 (19052), United States of America, McLean, Virginia IT Support Specialist Capital One is seeking a customer fir...
  • 3/19/2024 12:00:00 AM

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Help Desk Support Technician
  • Whitman, Requardt & Associates, LLP
  • Baltimore, MD
  • At Whitman, Requardt & Associates, LLP, we are "People Focused and Project Driven". We have been in business for more th...
  • 3/18/2024 12:00:00 AM

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Help Desk Support Specialist
  • iQ Solutions, Inc.
  • Rockville, MD
  • Help Desk Support Specialist Digital Technology Job Type Full-time Description * Serving as the first point of contact f...
  • 3/18/2024 12:00:00 AM

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Help Desk Support Specialist
  • Dezign Concepts LLC
  • Dhs, VA
  • **Dezign Concepts LLC** **Help Desk Support Specialist** **Other Professional Services - HOT JOB!! - McLean, VA - Full T...
  • 3/18/2024 12:00:00 AM

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Help Desk Support Specialist
  • The Cornerstone Professional Group, LLC
  • Towson, MD
  • Job Description Job Description Responsibilities: Assist in the management and maintenance of IT infrastructure solution...
  • 3/17/2024 12:00:00 AM

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Multiple IT Opportunities
  • Peterson Technologies
  • Annapolis, MD
  • Peterson Technologies was founded in 2001 as an advanced technology company providing smarter ways to ingest, detect int...
  • 3/17/2024 12:00:00 AM

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IT Escalation Support
  • International Computer Sciences Inc
  • Annapolis, MD
  • Job Description Job Description The individual will be responsible for all aspects of desktop/laptop systems, communicat...
  • 3/16/2024 12:00:00 AM

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Software Engineer
  • Leidos
  • Columbia, MD
  • Description Are you seeking a new and challenging position supporting a complex Program for the Warfighter? Well, look n...
  • 3/12/2024 12:00:00 AM

Baltimore (/ˈbɔːltɪmɔːr/) is the largest city in the state of Maryland within the United States. Baltimore was established by the Constitution of Maryland as an independent city in 1729. With a population of 611,648 in 2017, Baltimore is the largest such independent city in the United States. As of 2017[update], the population of the Baltimore metropolitan area was estimated to be just under 2.808 million, making it the 20th largest metropolitan area in the country. Baltimore is located about 40 miles (60 km) northeast of Washington, D.C., making it a principal city in the Washington-Baltimo...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Support jobs
$54,489 to $68,296
Baltimore, Maryland area prices
were up 1.5% from a year ago