maryland | Help Desk Tier 1 in Towson, MD

Help Desk Tier 1

  • Robert Half Technology
  • 1071 Boyce Ave
  • Towson, MD 21204
  • Full-Time
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Please email resumes to Evan at . This is a 6 month contract-to-hire position. The Tier 1 Help Desk Technician serves as our first line of IT support to all our clients. Heshe must have 2-3 years of experience on a help desk, excellent communication skills, along with a good understanding of common computer hardware and productivity software applications. The Tier 1 technician must have excellent judgment skills to be able to properly evaluate situations and gather vital information. Candidates Should Be Proficient in the Following Diagnose computer errors and triage to determine the urgency of issues. Install, configure and upgrade PC software and operating systems. Facilitate Onsite and escalation support activities Provide technical support over the phone or Web to end users clients. Use remote support software to take control of end-users' computers to troubleshoot, diagnose and resolve issues. Setup new user and email accounts Assist end users with password changes Setup email on Computers and Mobile devices Install printers and Software on Client PCs Document Resolution steps for closed tickets and notes for escalations Escalate to higher tier support to resolve customer issues within SLA Create and maintain documentation about Customer networks Setup new user and email accounts Install printers and Software on Client PCs Troubleshoot software, hardware and network issuesQualifications Associate's degree (Bachelor's degree preferred) with at least 3 years of professional experience in an IT Help desk role or certification equivalent Good understanding of Windows Server environments (SBS,2003, 2008 R2 2012) Good knowledge of networking protocols and concepts (VPN, Routing, Ports, TCPIP, Network analysis tools) Knowledge and hands-on experience providing support to users using Windows 7, Windows 8 and other mainstream Microsoft applications
Associated topics: client, deskside, help desk, patient, service, support specialist, technical, technician, technician ii, technician iii


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.