Hybrid Helpdesk Specialist

at Custom Software Systems, Inc.

• Job title: Helpdesk Specialist
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: $95,000 - $117,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Baltimore, United States

About the role

• Helpdesk Specialist providing technical support to clients and maintaining IT systems. Collaborating with stakeholders to enhance system functionality and efficiency in a hybrid role.

Responsibilities

• Provide telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications.
• Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
• Review current client IT systems for errors or issues.
• Provide technical end-user support, including researching user complaints, answering technical questions, and assisting with application revisions.
• Collaborate with the client’s Technical Committee to determine system requirements.
• Assist in developing new client IT systems to address and fix current issues.
• Devise ways to add functionality to existing computer systems.
• Create analysis reports representing the cost-benefit of proposed upgrades.
• Assist in implementing new systems ready for deployment.
• Test and troubleshoot implemented plans for efficiency.
• Maintain various records and/or documentation.
• Develop Instruction Manuals.
• Train clients' employees on new systems through training programs and documents.
• Gather and analyze system requirements.

Requirements

• Minimum of five (5) years of experience in business IT environments with emphasis on PC hardware and applications.
• At least two (2) years of comprehensive knowledge of PC operating systems, e.g., DOS, Windows.
• Experience working on a help desk.
• Demonstrated ability to communicate orally and in writing.
• Positive customer service attitude.
• Strong knowledge of computer systems, networks, hardware, and software.
• Ability to analyze and document system requirements, processes, and solutions.
• Skilled in troubleshooting, testing, and resolving system issues.
• Strong organizational and problem-solving skills.
• A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline, or three (3) years of equivalent experience in a related field.

Benefits

• Health insurance plans
• Health Savings Account (HSA)
• Dental
• Vision
• Long-term disability
• Short-term disability
• Basic term life insurance
• Supplemental term life insurance for employees, spouses, and dependents
• Simple IRA
• Parking/Commuting expense reimbursement
• Training/Education