Business Support Specialist

About Eleven Recruiting
We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for best pay, diversity in tech, and best job-fit for every candidate we place.

Our client, a global IT services firm, is seeking a Business Support Specialist to join their team in Baltimore, Maryland!
The Business Support Specialist (BSS) will provide hands-on IT support in a fast-paced business environment working directly with non-IT end users. Because this is a satellite office without a full onsite IT department, the BSS serves as a versatile, local IT resource responsible for both end-user/desktop support and hardware asset management.
Responsibilities:

• Provide desktop and application support, including software installation, troubleshooting, and resolution of operating system, driver, and firmware issues.
• Support users working from home by troubleshooting remote/WFH technology and connectivity issues.
• Perform onsite IT support, including hardware setup, equipment deployment, client/partner escort, and IT room organization and housekeeping.
• Create, update, monitor, and resolve support tickets through the organization’s ticketing/service management system.
• Manage ticket queues, prioritize issues, and escalate problems appropriately when additional support is required.
• Track and maintain IT hardware inventory, process equipment requests, and coordinate proper asset decommissioning.
• Maintain accurate documentation regarding support activities, equipment, and recurring issues.
• Identify and communicate significant problems, recurring trends, and potential improvements to management.
• Collaborate with local and global IT support teams using platforms such as Microsoft Teams, Jive, and Symphony.
• Participate in a rotating after-hours and weekend support schedule.

Qualifications:

• Experience providing desktop/end-user support in a corporate or professional environment.
• Strong troubleshooting skills across hardware, software, operating systems, and peripherals.
• Experience with IT asset management and inventory tracking.
• Familiarity with ticketing and service management platforms; ServiceNow experience is a plus.
• Strong customer service and communication skills with the ability to work effectively with non-IT users in a fast-paced environment.
• Ability to work independently, prioritize multiple requests, and manage time effectively.
• A resourceful, hands-on approach to problem solving.
• Ability to recognize when an issue requires escalation and engage the appropriate technical or management resources.
• Associate’s or Bachelor’s degree in IT or a related field, or equivalent professional experience.
• CompTIA A+, Network+, MCSA, or similar certifications are a plus, but are not required.

Pay Rate: $22/hr

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