Helpdesk Support Technician II - Contractor - Merritt

Hartman Executive Advisors • Baltimore, MD

3d • Onsite

About The Position

The Helpdesk Support Technician II serves as an escalation point for Tier 1 support and provides advanced technical support to users at one of Hartman Executive Advisors’ commercial real estate clients. Support is delivered by phone, email, text, and in person at any of ten locations in the Baltimore, Maryland area. The role requires strong communication, customer service, troubleshooting, and technical skills.

Requirements

• Excellent problem-solving and troubleshooting skills.
• Detail-oriented approach to tasks.
• Customer service-oriented attitude.
• Must have an own vehicle; a car allowance is provided.
• A+, Net+, and Microsoft certifications are required.
• Advanced knowledge of LAN/WAN networks and TCP/IP troubleshooting.
• Strong reading, writing, and verbal communication skills.
• At least 5 years of IT experience, including support for a Microsoft Windows environment.
• Experience maintaining and improving Microsoft 365 environments, including SharePoint and Teams.
• Ability to work independently and as part of a team.
• Flexible, quick learner who is resourceful, perseveres, and understands the value of documentation.
• Ability to communicate and work with staff at all levels who have varying degrees of technical skill.
• Ability to perform physical work, including squatting, kneeling, crawling, using or working on a step ladder, and sitting, walking, and standing for sustained periods.
• Ability to lift up to 25 pounds if needed.

Responsibilities

• Troubleshoot and resolve complex technical issues.
• Assist Tier 1 support with escalated tickets and provide guidance as needed.
• Install, configure, and troubleshoot computer hardware and software.
• Set up accounts for new-hire onboarding and process change requests.
• Monitor the helpdesk ticket queue and serve as the primary contact for escalated issues.
• Coordinate break/fix work with company vendors, including deliveries and installations.
• Manage IT projects as needed and assist with departmental projects.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed