Description
The Maryland Health Benefit Exchange is seeking up to three Senior Help Desk Specialists to provide IT software, hardware installation, maintenance, support, and Help Desk services. The ideal candidate will have a minimum of seven years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications, as well as experience using JIRA, ServiceNow, or other help desk ticketing applications. The selected candidate will be responsible for resolving issues with software installations on desktops, laptops, mobile devices, and other help desk-related technical support services. Key responsibilities include utilizing 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 providing quality end-user support.
• Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, and 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 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.