IT Help Desk Technician

RMF Engineering•Catonsville, MD

About The Position

RMF Engineering Inc. is hiring an experienced IT Help Desk Technician to support its Baltimore IT team. The role provides user support and customer service for company-supported computer applications and platforms in a fast-paced environment. The technician troubleshoots and resolves issues, advises users on appropriate actions, and configures and deploys equipment. Strong communication, computer, accuracy, attention-to-detail, people, teamwork, prioritization, and multitasking skills are important. The position involves supporting users in person, by telephone, and through remote technologies; diagnosing hardware, software, and connection problems; setting up and upgrading equipment; documenting and tracking requests; and escalating issues when needed. The salary range is $60,000–$70,000 annually. RMF describes its working environment as stable and professional and offers competitive salary and employee benefits.

Requirements

Related experience and training in troubleshooting and providing help desk support.
Experience with machine hardware upgrades.
Working knowledge of the fundamental operations of Windows 10 and 11.
Knowledge of Microsoft Office applications.
Knowledge of Adobe applications such as Acrobat, Creative Suites, and Creative Cloud.
Knowledge of and experience with customer service practices.
Strong oral and written communication skills.
Computer skills, accuracy, and attention to detail.
Ability to work in a team environment and prioritize and manage multiple tasks.
Self-motivated and organized.
Willingness to learn software and new technologies.
Customer service orientation.
Ability to analyze and solve problems.
Team interaction, planning, and organization skills.
Ability to work in a fast-paced environment.

Nice To Haves

Bachelor’s degree preferred.
Knowledge of Autodesk products is preferred but not required.

Responsibilities

Respond to requests for technical assistance in person, by telephone, and using remote technologies.
Diagnose and resolve hardware, software, and connection issues.
Investigate and resolve printing and plotting issues.
Research questions using available information resources and advise users on appropriate actions.
Follow standard operating procedures.
Image and set up workstations, laptops, and tablets for deployment.
Perform hardware upgrades to existing workstations and laptops.
Provide basic cellular telephone troubleshooting for users.
Use Active Directory, virtualization technology such as VMware, and Microsoft Exchange.
Use internal help desk software to log, research, and respond to help desk requests.
Identify and escalate situations when needed or when urgent attention is required.
Track and route issues and requests, and document configurations and resolutions.
Prepare activity reports.
Inform management of recurring issues and possible solutions.
Stay current with system information, changes, and updates.