Helpdesk – Tier 1 Support Share:

Merritt Clubs	Baltimore, MD 21244
Benefits	Medical, Dental, Vision, Life Insurance, Retirement Savings
Employment Type	Full-Time

Description

Position Title: Helpdesk - Tier 1 Support

Reports To: IT Director

Position Summary:

This Helpdesk - Tier 1 Support role serves as initial point of contact and provides technical support to user base. Support is provided via phone, email, text, and in person/on-site visits to users at any of our ten locations surrounding the Baltimore, MD area. Candidates for this position should possess strong communication, customer service and technical skills.

Responsibilities

Install, configure and troubleshoot computer hardware and software
Assist with new hire onboarding account setup and change requests
Monitor helpdesk ticketing system queue and act as primary point of contact
Coordinate break/fix work with company vendors including deliveries and installs
Manage IT projects as needed and assist with departmental projects

Qualifications

Excellent problem solving and troubleshooting skills
Detail-oriented approach to tasks
Customer service-oriented attitude
Must have own vehicle (car allowance provided)
Other requirements to ensure success in this role:
oA+/Net+/Microsoft certifications strongly preferred

oBasic knowledge of LAN/WAN networks and TCP/IP troubleshooting

oStrong reading, writing and verbal communications skills

o3+ years IT experience including supporting a Microsoft Windows environment

oExperience with Microsoft 365 including Sharepoint and Teams

oCapable of working independently as well as part of a team

oFlexible, quick learner who is resourceful, perseveres and understands the value of documentation

oThe ability to communicate and work with all levels of staff who possess varying degrees of technical skills

oBe able to do physical work including squat, kneel, crawl, use/work on a step ladder, sit, walk and stand for sustained periods as well as the ability to lift up to 25 pounds if needed

oFlexibility to work off hours as needed, including some evenings/weekends
Benefits:
-Medical, Dental, Vision, Rx Insurance
-Group Life Insurance, Long Term Disability
-Voluntary Short-Term Disability & Supplemental Life Insurance
-401(k) Plan
-Generous Paid Time Off Benefits
-Health Club Membership

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