Sr Helpdesk Specialist Job at Noblesoft Solutions, Baltimore, MD

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  • Noblesoft Solutions
  • Baltimore, MD

Job Description

Job Description

Note: The candidate must be flexible to work overtime as needed, including weekends,

holidays, and off-hours.

  • 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 support.
  • Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
  • Provide 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 equipment.
  • Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
  • Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.
  • Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
  • Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
  • Provide daily and weekly status reports of ongoing efforts.
  • Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.

Job Tags

Local area, Flexible hours,

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