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Help Desk System Administrator
Stevensville, MDTitle: Senior Help Desk System Administrator
Clearance Required: None
Location: Stevensville, MD
BENEFITS
Health Care - Employer paid medical , dental, vision for the employee and their dependents
401K - Employer contributed 3% Safe Harbor, also up to 5% employer match, and 100% vested on hire date
PTO/Holiday - 160 hours PTO/Sick leave per year, 11 paid holidays per year
Tuition Assistance - Up to $5250 per year
DESCRIPTION
Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
REQUIREMENTS:
RESPONSIBILITIES:
This is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status.
Clearance Required: None
Location: Stevensville, MD
BENEFITS
Health Care - Employer paid medical , dental, vision for the employee and their dependents
401K - Employer contributed 3% Safe Harbor, also up to 5% employer match, and 100% vested on hire date
PTO/Holiday - 160 hours PTO/Sick leave per year, 11 paid holidays per year
Tuition Assistance - Up to $5250 per year
DESCRIPTION
Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
REQUIREMENTS:
- Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
- Plans and leads major technology assignments.
- Evaluates performance results and recommends major changes affecting short-term project growth and success.
- Functions as a technical expert across multiple project assignments.
- May supervise others.
RESPONSIBILITIES:
- Providing appropriate support center responses to customer support requests and leads the support center team as the support center scope adjusts.
- Provides first-level contact and communicates resolutions to customer issues.
- Properly escalates unresolved queries to the next level of support.
- Tracks, routes, and redirects problems to the correct resources.
- Updates customer data and produces activity reports.
- Walks customers through the problem-solving process.
- Follows up with customers, provides feedback, and sees problems through to resolution.
- Uses excellent customer service skills and exceeds customer expectations.
- Ensure proper recording, documentation, and closure.
- Recommends procedure modifications or improvements.
- Preserves and grows knowledge of help desk procedures, products, and services.
- Minimum experience required: 5 years.
- 5 years of position-relevant work experience.
- Must have knowledge of Linux or Windows operating systems.
This is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status.