Helpdesk Technician

Hanover, MD

Seeking a Help Desk Technician to join our team! The HDT responds to complicated user questions on a variety of software packages and local area network issues; Suggests and initiates improvements in computer help desk processes and operations; Works with information resources staff to share computer user issues and concerns to ensure proactive resolution of information resources issues; Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests; May assist in orienting, training, assigning and checking the work of lower level employees; Performs various administrative duties using a variety of software packages; Provides technical assistance, with the supervision of a team leader, to computer operations staff and user community as needed.

Requirements:

• Six (6) years experience supporting help desk activities responding to complicated user questions on a variety of software packages and local area network issues, leading helped desk teams, and providing guidance to junior help desk technicians;
• High School Diploma or GED is required.
• Knowledge of a variety of supported computer software and local area network operations.

Skills:

• JIRA, good communicator (written & oral), be able to work in a fast-paced environment on a high visibility team, past help desk experience, analytical skills Qualifications
• Respond to moderately complex or non-routine user questions on a variety of software packages and local area network issues
• Perform various administrative duties using a variety of software packages