Desktop Support Engineer

InnoSoul•Baltimore, MD

1d•Hybrid

About The Position

This is a Hybrid/Local Desktop Support Engineer role with a focus on helpdesk operations, requiring experience with various IT tools and technologies including JIRA, Cisco ASA/ISE/WAP, Active Directory, WAIK, WSUS, MFP, Zendesk/Freshdesk/ServiceNow, TeamViewer/LogMeIn/AnyDesk, Confluence, Helpjuice, MS Dynamics, Zoho CRM, SharePoint, SolarWinds/Nagios/PRTG, networking, and healthcare. The position is located in Baltimore, MD (MHBE/HIX) and is expected to last 3-5 years. The role involves providing daily supervision and direction to staff responsible for in-person and remote support to users, managing personnel who serve as the first point of contact for troubleshooting, and utilizing ticketing systems to manage user issues. The engineer will also provide telephone and online remote support, desk-side assistance, and apply diagnostic techniques to identify and resolve problems. Key responsibilities include analyzing equipment performance, managing IT inventory, collecting statistics on system issues, assigning tasks, ensuring customer satisfaction, overseeing incident handling, developing a knowledge base, tracking performance metrics, and reporting to the CIO. The role also requires adherence to security and change control policies and flexibility for overtime, including weekends and holidays.

Requirements

A minimum of ten (10) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications in a help desk or customer support role, with a track record of escalating responsibility.
A minimum of ten (10) years of experience in information systems development, network, and other responsibilities in the client/server/cloud or related domains.
A minimum of five (5) years of experience using JIRA or other help desk support applications.
A minimum of five (5) years of experience supporting Cisco ASA, ISE, Switching, and Wireless Access Points (WAP) or related.
A minimum of five (5) years of experience managing enterprise antivirus solutions.
Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, MS WAIK, and WSUS, and experience with Google Suite.
Experience supporting desktop and laptop operating systems using Windows 10 and Microsoft Office 365 suite.
Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.
Possess an understanding of network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.
Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.
Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.

Nice To Haves

A minimum of five (5) years of experience directly related to supporting help desk operations of an organization with more than one hundred (100) staff.
A minimum of five (5) years of experience supporting help desk and/or infrastructure operations of a federal organization, state-based health insurance marketplace, or health and human services organization.
A minimum of five (5) years of experience with help desk ticketing systems such as Zendesk, Freshdesk, or ServiceNow to manage and track customer inquiries and issues.
A minimum of five (5) years of experience using remote support software like TeamViewer, LogMeIn, or AnyDesk to troubleshoot and resolve user issues remotely.
A minimum of five (5) years of experience with knowledge management tools like Confluence, Zendesk Guide, or Helpjuice to create and maintain a repository of support articles and solutions.
A minimum of five (5) years of experience with CRM platforms like Salesforce, Microsoft Dynamics, or Zoho CRM to track customer interactions and maintain customer records.
Proficiency in using communication tools such as Microsoft Teams, Slack, or Zoom, as well as collaboration platforms like SharePoint or Google Workspace.
Experience with project management tools like Trello, Asana, or Microsoft Project to plan, track, and manage help desk initiatives and projects.
Knowledge of tools like SolarWinds, PRTG, or Nagios to monitor and manage network devices and infrastructure.
Familiarity with Windows, macOS, and Linux operating systems, as well as mobile platforms like iOS and Android.
Proficiency in using office software such as Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Experience with IT Service Management (ITSM) best practices and frameworks like ITIL or COBIT to ensure efficient and effective IT support processes.
A minimum of five (5) years of experience managing Active Directory Environment.
Experience with fostering collaboration and building strong relationships among team members.
Excellent verbal and written communication skills to effectively convey information, provide feedback, and address issues with the help desk team and other stakeholders.
Demonstrated ability to mediate and resolve conflicts between team members or with customers, promoting a harmonious and productive work environment.
Experience delegating tasks and responsibilities to team members, ensuring workload is distributed efficiently, and team members are empowered to contribute effectively.
Capable of adapting to changing circumstances, such as new technology, organizational changes, or evolving customer needs, and leading the team through these changes.
Strong analytical and critical thinking skills to identify, analyze, and resolve issues that arise within the help desk team or related to customer support.
Ability to prioritize tasks, manage multiple responsibilities, and ensure deadlines are met while maintaining a high level of quality in the team's work.
Possess industry standard certifications in the areas of supporting desktop, network, service management, or equivalent.
Experience working with the Project Management Office (PMO) processes, policies, and procedures.

Responsibilities

Utilize knowledge of computer systems and general network and infrastructure administration, and management skills to oversee team performing hardware configuration management, system testing, software upgrades, troubleshooting, provide quality end-user support.
Provide daily supervision and direction to staff responsible for in-person and remote support to users not limited to provisioning software, hardware, network, internet, e-mail, directories, standard Windows desktop applications, and other network services.
Manage personnel who serve as the first point of contact for troubleshooting various software, hardware, network, internet, intranet, VPN, devices, and other issues.
Utilize ticketing systems to manage user questions, solve desktop/laptop and computing issues, and direct support calls to the appropriate technical team member for resolution, follow-up, and closing.
Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, satisfaction, and other technical metrics.
Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary, and facilitate IT inventory management.
Provide assistance to the Infrastructure Director in maintaining inventory control and location records of State-owned IT equipment, software, and disposal of property as required.
Manage the collection of statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
Assign tasks and monitor the workload of help desk staff to ensure timely and accurate resolution of user issues.
Ensure a high level of customer satisfaction by establishing and maintaining best practices for providing support to users, including troubleshooting and problem resolution.
Oversee the process for handling incidents, such as system outages or security breaches, coordinating with other departments to resolve issues and minimize the impact on users.
Develop and maintain a comprehensive knowledge base of common issues, solutions, and best practices, ensuring help desk staff have access to the information they need to support users effectively.
Track and analyze help desk performance metrics to identify trends, areas for improvement, and the overall effectiveness of the support team.
Provide regular reports to the Chief Information Officer (CIO) on help desk performance.
Continuously evaluate and refine help desk processes, procedures, and tools to enhance the efficiency and effectiveness of the support team.
Coordinate with external agencies and partners, as needed, to address technical issues or implement new tools and systems to improve help desk operations.
Ensure that help desk operations comply with relevant regulations, industry standards, and organizational policies.
Provide daily and weekly status reports of ongoing efforts to the Infrastructure Director.
Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.