Helpdesk Specialist

Educology Solutions • Annapolis, MD

84d

About The Position

ESI is seeking a knowledgeable and customer-focused Helpdesk Specialist to provide first-line technical support to our employees and clients. The Helpdesk Specialist will be responsible for troubleshooting hardware, software, and network issues, resolving service requests in a timely manner, and ensuring users receive effective solutions with a high level of customer service.

Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field OR 3 Years of equivalent work experience.
• 7 years in a helpdesk, technical support, or customer service role.
• 5 years with PC operating systems (e.g., DOS, Windows) and help desk support.
• Proficiency with Windows and/or macOS operating systems.
• Knowledge of Microsoft 365, Active Directory, and common business applications.
• Familiarity with networking basics (TCP/IP, DNS, VPN, Wi-Fi).
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Strong communication and interpersonal skills.
• Ability to remain calm under pressure and explain solutions clearly to non-technical users.
• Strong problem-solving and time-management abilities.

Nice To Haves

• CompTIA A+, Network+, Security+ and Microsoft certifications.
• Experience supporting remote and hybrid work environments.
• Knowledge of ITIL service management principles.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware, software, and network-related issues.
• Provide step-by-step technical support, guidance, and training to users.
• Escalate complex issues to higher-level IT staff or vendors when necessary.
• Maintain accurate records of issues, solutions, and follow-ups in the helpdesk ticketing system.
• Install, configure, and troubleshoot operating systems, applications, and peripheral equipment.
• Assist with account setup, password resets, and system access requests.
• Monitor system performance, identify recurring issues, and suggest long-term solutions.
• Ensure compliance with IT policies, procedures, and security standards.
• Contribute to knowledge base documentation for common problems and resolutions.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees