BO/Helpdesk Systems Administrator

Job Title:

Helpdesk Systems Administrator

Location:

Baltimore, MD

Reports To:

VP/Senior Network Engineer

Department:

T/Operations

Type/Status:

Exempt

The System/Helpdesk Administrator provides responsive, customer-centric technical support to the Bank’s employees. This position supports user accounts, workstations, Microsoft 365, basic network connectivity, VPN access, and other technology services required for secure and efficient Bank operations. The role serves as the primary contact for helpdesk requests, maintains accurate support and asset records, and assists with IT projects and operational initiatives. Success in this position requires strong customer service, sound judgment, effective time management, and the ability to work both independently and collaboratively. Some travel may be required.

• Provide responsive, customer-centric technical support that enables Bank employees to serve customers securely, efficiently, and effectively.

• Serve as the primary point of contact for incoming technical support requests.

• Document, classify, prioritize, troubleshoot, and resolve incidents and service requests within established service expectations.

• Keep users informed of ticket status, expected next steps, and final resolution.

• Escalate unresolved, high-risk, or complex issues to Tier 2 or Tier 3 support and maintain ownership through resolution.

• Provide end-user support for Microsoft 365 applications, Windows 11 devices, computer hardware, software, basic network connectivity, and VPN access.

• Create, modify, disable, and maintain Microsoft 365 user accounts, licenses, groups, and access permissions in accordance with approved procedures.

• Assist with authorized Microsoft Azure administrative activities, including virtual machine monitoring, user sign-in review, and basic log analysis; escalate security or availability concerns when necessary.

• Perform basic workstation provisioning, software installation, configuration, patch verification, and issue remediation.

• Support employee onboarding, transfers, and offboarding by coordinating account access, equipment deployment, and asset recovery.

• Maintain accurate hardware, software, licensing, and employee-issued asset records.

• Document troubleshooting steps, resolutions, recurring issues, and support procedures in the Bank’s knowledge base.

• Support SharePoint Online, Power BI, Power Automate, and related Microsoft technologies as assigned.

• Follow information-security, access-control, change-management, and data-handling procedures when providing support.

• Identify recurring incidents and recommend improvements that reduce business disruption and improve the employee support experience.

• Comply with all applicable federal and state regulations and rules, meet all risk and compliance obligations, and complete required training.

• Perform other duties as assigned.

• Strong customer-service and interpersonal skills, with the ability to support users patiently and professionally.

• Working knowledge of Microsoft 365, Windows 11, computer hardware, endpoint support, and remote-support tools.

• Basic knowledge of TCP/IP networking, LAN connectivity, VPNs, servers, storage, and identity management.

• Ability to troubleshoot problems methodically, document findings, and communicate technical information in clear business language.

• Ability to prioritize competing requests, manage time effectively, and escalate issues appropriately.

• Ability to work independently and collaboratively while maintaining confidentiality and attention to detail.

• Ability to develop and follow technical procedures that improve operational efficiency and service consistency.

Required

• Associate degree in information technology, computer science, cybersecurity, or a related discipline, or an equivalent combination of relevant education, training, and experience.

• One to three years of experience providing helpdesk, desktop-support, systems-support, or related IT services.

• Experience troubleshooting Windows workstations, Microsoft 365 applications, user accounts, hardware, software, and network-connectivity issues.

Preferred

• Bachelor’s degree in information technology, computer science, cybersecurity, or a related discipline.

• Experience supporting technology in banking, financial services, or another regulated environment.

• Experience with Microsoft Intune, Microsoft Azure, CrowdStrike, SharePoint Online, Power BI, or Power Automate.