26-2279: Help Desk Specialist (Senior) - Baltimore, MD

The ideal candidate will possess strong experience supporting enterprise Windows environments, Active Directory administration, server management, and Help Desk/Service Desk operations. This role requires excellent customer service skills, technical troubleshooting expertise, and the ability to support complex enterprise IT environments with a focus on operational continuity and end-user support.

• Provide telephone, remote, and in-person technical support for desktop systems, enterprise applications, network connectivity, and end-user technology issues.
• Serve as the initial point of contact for troubleshooting PC hardware, software, printer, server, and network-related problems.
• Install, configure, maintain, troubleshoot, and repair network software, servers, operating systems, and network utilities to minimize user downtime and maintain operational continuity.
• Maintain enterprise systems in compliance with Maryland Department of Health (MDH), Office of Enterprise Technology (OET), and Maryland Department of Information Technology (DoIT) security standards, policies, and best practices.
• Create and deploy scripts, automation solutions, and technical processes to improve operational efficiency and streamline support activities.
• Administer and maintain Active Directory environments including user accounts, group policies, organizational units, permissions, replication, and enterprise directory services.
• Configure, install, maintain, troubleshoot, and repair enterprise hardware and communication equipment including:
  • Servers
  • Switches
  • Hubs
  • Modems
  • Printers
  • Fax equipment
  • Network cabling
  • Presentation systems
  • Video conferencing equipment
  • Specialized digital devices
• Respond to Help Desk and Service Desk requests while documenting troubleshooting activities, resolutions, installation procedures, and user support activities.
• Adhere to established Service Level Agreements (SLAs), operational procedures, and customer support standards.
• Consult with users and stakeholders to identify technical requirements and recommend effective hardware, software, and infrastructure solutions.
• Prepare and maintain technical documentation, installation procedures, support materials, inventory records, and user support documentation.
• Maintain centralized inventory and asset management records for enterprise hardware, software, and user technology resources.
• Support server administration, infrastructure operations, hardware maintenance, and enterprise technology deployments.
• Collaborate with infrastructure, networking, security, and application support teams to resolve operational and technical issues.
• Provide end-user training, technical guidance, and operational support as needed.

• Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, Engineering, Business, or related technical discipline required.
• 3+ years of equivalent experience in a related technical field may be substituted in lieu of degree requirements.
• 7+ years of experience within a business IT environment supporting PC hardware, enterprise applications, or client/server environments.
• 5+ years of comprehensive experience supporting PC operating systems including Windows environments and Help Desk operations.
• 5+ years administering large-scale Active Directory environments.
• 5+ years managing server hardware and software utilizing Microsoft Server operating systems.
• 3+ years providing user and infrastructure support within a Help Desk or Service Desk environment.
• Strong knowledge of:
  • Networking concepts
  • OSI/OST model
  • TCP/IP
  • DNS
  • DHCP
  • Active Directory
  • User, computer, and group administration
  • Active Directory replication
  • Server administration
  • Hardware troubleshooting and repair
  • Windows Server operating systems
• Demonstrated ability to communicate effectively both orally and in writing.
• Strong customer service orientation with the ability to support users in fast-paced enterprise environments.

• Microsoft certifications such as:
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Microsoft Certified Systems Administrator (MCSA)
  • Microsoft Certified Solutions Associate/Expert (MCSA/MCSE)
• Experience supporting Maryland State Government or other public sector enterprise environments preferred.
• Familiarity with ITIL processes, service management frameworks, and enterprise ticketing systems.
• Experience supporting enterprise security compliance, endpoint management, and infrastructure modernization initiatives.
• Knowledge of scripting and automation technologies including PowerShell or related tools preferred.