Senior Technician (IT - Technical Support)

Housing Authority of Baltimore City•Baltimore, MD

2d•$53,726 - $61,766

About The Position

The Technical Support Specialist Lead will provide high-level technical support in circumstances that are beyond the expertise of the Technical Support Specialist. Under general supervision, will provide technical support and customer service for the Housing Authority of Baltimore City Information Technology Division. Responsible for troubleshooting all user issues at the desktop level in a multi-platform environment, including MAC, and PC running Windows 11 and latest version and Office 365. Knowledge of Microsoft Intune, Microsoft Entra, Duo Deployment Software and N-Sight Software. Responsible for assisting HABC employees with software or hardware issues or installations, either over the phone, by e-mail, in person, or by remote desktop access. Responsible for researching and working on complex technical problems and monitoring, assisting, and training the System Support Specialists. Supports the System Administrator and Senior Manager Network Administrator, as needed. Maintains and inputs accurate information of computer issues and resolutions in the Helpdesk Ticketing Database. Must possess strong interpersonal skills with the ability to work independently in a fast-paced environment. All activities must support the Housing Authority of Baltimore City (“HABC” or “Authority”) mission, strategic goals, and objectives.

Requirements

Associate’s Degree in Computer Science or related field(s), or two (2) years of training from a recognized computer training institute; and a minimum of five (5) years of responsible experience in information systems, including hardware and software installation
Possession of a valid Maryland driver's license.
Must be able to be covered under the Authority's vehicle insurance policy.
Must not engage in private real estate business.
Availability to work some evenings and weekends as needed.
Successful completion of a prescreening investigation, including verification of employment history and education credentials.
Troubleshooting all user issues at the desktop level in a multi-platform environment, including MAC, and PC running Windows 11 and latest version and Office 365.
Knowledge of Microsoft Intune, Microsoft Entra, Duo Deployment Software and N-Sight Software.

Responsibilities

Provides leadership to the technical support/helpdesk unit and is the point of contact in the absence of the Technical Support Manager.
Monitors, mentors, and trains less knowledgeable helpdesk personnel on hardware and software problem analysis and resolution and assists less knowledgeable Technical Support Specialist staff in the resolution of technological problems, providing clear, concise, and accurate information and guidance.
Keeps abreast of emerging desktop and desktop security technologies and evolving user needs; assists IT staff in implementing new technologies and service changes as appropriate.
Independently analyzes and identifies trends and issues; reports trends to supervisor and recommends preventive solutions.
Works on Special Projects with the Senior Vice President and Vice President of Information Technology, Senior Manager Network Administrator, or other IT Staff members.
Monitors incoming tickets through the Helpdesk Ticketing Database Nitro and assigns work to Technicians, or performs the work, as needed. Ensures Helpdesk tickets are addressed within 24 working hours.
Answers complex and non-complex hardware and software related Helpdesk inquiries from HAB net computer users on the telephone or through email, as follows: Elicits information from the user to fully understand the issue or reason the user called. Conducts interviews to rule out various problem sources. Researches and resolves common and complex problems with the end user over the telephone. Obtains and interprets error messages, determines problem sources, and performs preliminary troubleshooting to establish facts and detect malfunctions. Troubleshoots computer and peripheral issues; provides hardware replacement, and repairs.
Performs repairs at the desktop level, including software and hardware installation, OS upgrades, implementation of file backups, and configuration of systems and applications.
Provides user support for mobile devices on and off site as needed.
Assists with troubleshooting printer issues and installation of local printers.
Maintains and logs all inquiries into the Nitro Helpdesk Ticketing System and provides follow ups and resolutions relating to PC repairs, printer services, and software applications.
Completes required trainings through applicable platforms.
Maintains data security and information confidentiality in accordance with legal requirements; protects database confidentiality and integrity through access system and user levels of access.
Performs other duties as assigned.