26-2279: Help Desk Specialist (Senior) - Baltimore, MD

The ideal candidate will possess strong experience supporting enterprise Windows environments, Active Directory administration, server management, and Help Desk/Service Desk operations. This role requires excellent customer service skills, technical troubleshooting expertise, and the ability to support complex enterprise IT environments with a focus on operational continuity and end-user support.

• Provide telephone, remote, and in-person technical support for desktop systems, enterprise applications, network connectivity, and end-user technology issues.
• Serve as the initial point of contact for troubleshooting PC hardware, software, printer, server, and network-related problems.
• Install, configure, maintain, troubleshoot, and repair network software, servers, operating systems, and network utilities to minimize user downtime and maintain operational continuity.
• Maintain enterprise systems in compliance with Maryland Department of Health (MDH), Office of Enterprise Technology (OET), and Maryland Department of Information Technology (DoIT) security standards, policies, and best practices.
• Create and deploy scripts, automation solutions, and technical processes to improve operational efficiency and streamline support activities.
• Administer and maintain Active Directory environments including user accounts, group policies, organizational units, permissions, replication, and enterprise directory services.
• Configure, install, maintain, troubleshoot, and repair enterprise hardware and communication equipment including:
  • Servers
  • Switches
  • Hubs
  • Modems
  • Printers
  • Fax equipment
  • Network cabling
  • Presentation systems
  • Video conferencing equipment
  • Specialized digital devices
• Respond to Help Desk and Service Desk requests while documenting troubleshooting activities, resolutions, installation procedures, and user support activities.
• Adhere to established Service Level Agreements (SLAs), operational procedures, and customer support standards.
• Consult with users and stakeholders to identify technical requirements and recommend effective hardware, software, and infrastructure solutions.
• Prepare and maintain technical documentation, installation procedures, support materials, inventory records, and user support documentation.
• Maintain centralized inventory and asset management records for enterprise hardware, software, and user technology resources.
• Support server administration, infrastructure operations, hardware maintenance, and enterprise technology deployments.
• Collaborate with infrastructure, networking, security, and application support teams to resolve operational and technical issues.
• Provide end-user training, technical guidance, and operational support as needed.

• Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, Engineering, Business, or related technical discipline required.
• 3+ years of equivalent experience in a related technical field may be substituted in lieu of degree requirements.
• 7+ years of experience within a business IT environment supporting PC hardware, enterprise applications, or client/server environments.
• 5+ years of comprehensive experience supporting PC operating systems including Windows environments and Help Desk operations.
• 5+ years administering large-scale Active Directory environments.
• 5+ years managing server hardware and software utilizing Microsoft Server operating systems.
• 3+ years providing user and infrastructure support within a Help Desk or Service Desk environment.
• Strong knowledge of:
  • Networking concepts
  • OSI/OST model
  • TCP/IP
  • DNS
  • DHCP
  • Active Directory
  • User, computer, and group administration
  • Active Directory replication
  • Server administration
  • Hardware troubleshooting and repair
  • Windows Server operating systems
• Demonstrated ability to communicate effectively both orally and in writing.
• Strong customer service orientation with the ability to support users in fast-paced enterprise environments.

• Microsoft certifications such as:
  • Microsoft Certified: Windows Server Hybrid Administrator Associate
  • Microsoft Certified Systems Administrator (MCSA)
  • Microsoft Certified Solutions Associate/Expert (MCSA/MCSE)
• Experience supporting Maryland State Government or other public sector enterprise environments preferred.
• Familiarity with ITIL processes, service management frameworks, and enterprise ticketing systems.
• Experience supporting enterprise security compliance, endpoint management, and infrastructure modernization initiatives.
• Knowledge of scripting and automation technologies including PowerShell or related tools preferred.

Equal Employer/Veterans/Disabled

Navitas Business Consulting is an affirmative action and equal opportunity employer. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Navitas Human Resources.

Navitas is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Navitas.

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