Help Desk Technician

Help Desk Technician

Shift: 4 days/week onsite (M-Th), 1 day remote (Fri) Location: Baltimore, MD

Experience: + 1-2 years of helpdesk/call center experience + 1-2 years of experience working with help desk ticketing tools i.e. Service Now, Ivanti + Experience supporting work-from-home end-users + Experience working remotely as a team member

Description

The Help Desk Technician has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users in a 24x7 capacity around the globe, with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues.

Skills

• Ability to troubleshoot common Windows related issues
• Working knowledge of Active Directory
• Working knowledge of Domain hierarchy
• Working knowledge of Microsoft Windows OS
• Microsoft Office Products including: Word, Excel, Outlook, PowerPoint, Teams
• Troubleshooting VPN Clients
• Strong written and oral communication
• Ability to learn and troubleshoot custom applications
• Ability to search knowledge documentation and past tickets for solutions

Non-Technical Requirements

Great people skills with demonstrated ability to communicate with a wide variety of end users including many that have little or no technical skills. The ability to listen to the end user and understand their needs and perspectives. Sense of urgency in supporting the end user – returning the ability for them to perform their job.

Additional Information

The successful candidate will be working hybrid schedule as part of a larger team. While the client will provide a company laptop, there are some physical needs that the candidate will need to provide: Secure/quiet location to work Personal high speed internet connection (no hot spots or public internet locations) Cell phone with good reception Speakers/Mic to ensure quality audio during conversations, a USB headset will also be provided.

Schedule

Hybrid - Monday - Thursday (In-Office), Friday (Remote) 1) 6:00am-3:00pm 2) 10:00am-7:00pm 3) 2:00pm-11:00pm

Job Type & Location

This is a Contract position based out of Baltimore, MD.

Pay and Benefits

The pay range for this position is $18.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Jan 23, 2026.