IT Helpdesk Specialist at SURVICE Engineering in Belcamp, MD

Summary: SURVICE Engineering is currently seeking an IT Helpdesk Specialist to support our Corporate IT Department. In this role, you will be responsible for troubleshooting and resolving IT support requests while ensuring a high level of service is maintained for employees.

Responsibilities:
- Work on our corporate internal help desk frontline to classify, troubleshoot, resolve, and/or escalate support issues to the appropriate teams/technicians
- Respond to IT support requests in-person and over the phone with troubleshooting steps, including tracing cables, rebooting hardware appliances, installing and configurating peripherals, and researching errors and problems
- Meet and exceed help desk service level agreements (SLAs) prioritizing employee productivity
- Provide thorough documentation of troubleshooting steps completed and results to ticket resolution or for escalation
- Configuration, shipping, receiving, organization, and inventory of IT equipment
- Provide guidance to employees to prevent future problems
- Assist with IT projects and initiatives as assigned

Required Qualifications:
- U.S. citizenship required
- Ability to work in-office five days a week

Preferred Qualifications:
- Security + Certification and some technical education are preferred
- CompTIA A+, Microsoft Certified Professional, or other entry-level IT certifications are a plus
- An inclination toward working with various technological equipment and software
- Ability to work in a fast-paced environment, managing competing priorities and handling high call volumes
- Comfortable assisting users of all experience levels
- A team-focused mentality and attitude, able to work effectively with a diverse team with multiple skill sets on common goals
- Willingness to learn new skills, technologies, methodologies, procedures, and to assist the team and department adapt in an aggressive-growth, multi-project environment
- Strong written and verbal communication, service, and support skills
- Emotional intelligence, able to relate to difficult and frustrating situations with empathy and patience
- Experience with Microsoft Windows and Microsoft Office products
- Strong organizational, attention to detail, problem-solving, and troubleshooting skills

Required Skills: Security+ Certification, CompTIA A+ Certification, Microsoft Certified Professional, Microsoft Windows, Microsoft Office, IT Troubleshooting, Hardware Configuration, Peripheral Installation, IT Equipment Inventory Management, Patience

Benefits: Comprehensive insurance options, Paid time off, 401(k) with company match, Flexible spending, Tuition reimbursement