Top IT Support & Helpdesk Jobs in Baltimore, MD

Lead IT operations, teams, and vendor relationships; own service delivery, incident/change management, network and endpoint security, DR/BC planning, and full lifecycle IT project delivery. Act as business partner to translate firm needs into IT initiatives, enforce compliance and SLAs, and drive modernization and continuous improvement.

Responds to critical customer network outages, troubleshooting Ciena optical networking and routing and switching products to restore service. The role documents recovery actions, prepares root cause analyses, supports complex incidents, participates in rotational weekend on-call coverage, and contributes to lessons learned and network recovery best practices.

Provides customer support for FacilityOS software, hardware, mobile applications, and integrations. Diagnoses and resolves technical issues, troubleshoots networking and devices, escalates defects to internal teams, creates documentation and training materials, and improves support processes. The role requires customer-facing digital support experience, SQL knowledge, hardware and software installation skills, and strong communication and problem-solving abilities.

Provides first-line technical support for hardware, software, and network issues through phone, email, and in-person channels. Troubleshoots incidents, manages ticket documentation and follow-up, escalates complex issues, supports technology deployments, and creates user documentation. Conducts new-hire technology training, analyzes service metrics and feedback, and recommends improvements to IT support processes. The role is primarily onsite with minimal inter-site travel.

Administers enterprise and business applications across on-premises and cloud environments. Responsibilities include configuration, deployment, maintenance, monitoring, patching, access management, integrations, upgrades, testing, backups, and data integrity controls. Provides Tier 2 and Tier 3 incident support, root cause analysis, and issue resolution. Maintains application documentation, operating procedures, and knowledge base materials while partnering with technical and business stakeholders.

Leads enterprise major incident response, service restoration, incident communications, escalation, and post-incident reviews. Coordinates infrastructure, application, cloud, security, network, and vendor teams while ensuring SLA compliance and accurate ServiceNow documentation. Develops monitoring, alerting, dashboards, automation, runbooks, and reliability improvements using cloud, observability, ITIL, and SRE practices. Participates in 24x7 on-call rotations and supports resiliency, compliance, and operational reporting.

Administers Linux and Windows systems, virtualization platforms, and Splunk. Supports IT system implementation, troubleshooting, maintenance, capacity planning, and operational optimization while providing Tier 1 and Tier 2 support. Applies advanced systems administration and consulting expertise across the system lifecycle, from requirements through retirement, for classified government missions.

Provides Tier 1 and Tier 2 help desk support for government collaboration services. Monitors service health, performs basic troubleshooting and server or service restarts, resolves account and login issues, documents communications in ServiceNow, escalates tickets, communicates outages, and guides users through service functionality. The role operates onsite on rotating shifts year-round and requires TS/SCI with polygraph clearance plus an IAT Level I certification.

Lead Windows and VMware systems administration for classified government contracts: design, maintain, and secure Windows domain architectures, implement and manage VMware environments, ensure backups and recovery, enforce STIG/RMF compliance, audit security logging, troubleshoot cross-discipline issues, mentor junior staff, and coordinate vendor and system lifecycle activities in a Top Secret/SCI environment.

Leads service desk and help desk operations supporting large-scale DoD network and endpoint migration activities. Supervises Tier 1 and Tier 2 technical support teams, manages ticket queues and escalations, coordinates with engineering and cybersecurity teams, supports user transitions and VIP customers, monitors service metrics, provides leadership reporting, and ensures compliance with ITSM processes.