Technical support

Global Channel Management - Baltimore, MD

Full-time

Baltimore, MD

Administrative and Support Services

About the position

The Technical Support role is focused on providing IT support and helpdesk services, requiring a strong background in troubleshooting and problem-solving for various computer systems and tech products. The position involves on-call responsibilities during weekends and necessitates effective communication with non-technical staff to ensure smooth operations and user satisfaction.

Responsibilities

• Gathering and analyzing data to diagnose problems with computer systems.
• Changing configurations, settings, and permissions to fix computer issues.
• Generating sign ins for new hires during the on-boarding process.
• Updating employees on the status of their service requests.
• Logging all service requests and updating requests as needed.

Requirements

• 6+ years of IT support or helpdesk experience.
• Prior experience working on a Helpdesk, in IT, or similar technical function.
• Associate's degree or above in computer science, information systems, or related field.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to troubleshoot and diagnose problems, familiarity with internet security and data privacy principles.
• A process improvement mindset.
• The ability to communicate technical information in an accessible manner to non-technical employees.
• Basic knowledge of networking principles and operating systems.

Nice-to-haves

• A bachelor's degree in Information Technology, Computer Science, or a related field.
• Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional, or Cisco Certified Network Associate (CCNA).