Job Information
Robert Half Desktop Support Lead in Baltimore, Maryland
Description
Manage and respond to support tickets, maintaining the highest level of customer satisfaction.
Troubleshoot a variety of desktop issues for end-users including, but not limited to, hardware, software, and network related items.
Coordinate with other IT departments to resolve issues effectively.
Perform regular system updates and security checks.
Support and maintain Windows operating system and Microsoft Office Suite.
Extend helpdesk support for after-hours coverage and emergency onsite assistance.
Prepare accurate and timely reports.
Develop and implement workflows for handling support requests.
Conduct training sessions for end-users on new functionalities or system updates.
Review and modify SOPs to adapt to new system processes.
Setting up and configuring new desktop systems and peripherals.
Assist in the management and maintenance of the company's Active Directory and Azure platforms.
Some experience with SSO (single sign-on), to foster secure and efficient user access.
Requirements
Proven experience as a Desktop Support Engineer, Technical Support Engineer, IT Help Desk Technician, or similar role.
Excellent knowledge of computer systems, hardware, and software, especially Microsoft products.
Good understanding and experience with Microsoft Azure and Active Directory.
Some experience with SSO (Single Sign-On) procedures and infrastructure.
Excellent problem-solving skills, with the ability to diagnose and troubleshoot technical issues.
Strong interpersonal and communication skills to effectively collaborate with all levels of the organization.
Proactive and self-motivated to continuously learn and improve technical knowledge.
Ability to work in fast-paced environments and adapt to varying change.
Good knowledge of internet security and data privacy protection.
It would be advantageous to have a professional certification (CompTIA A+, Microsoft Certified Solutions Associate, etc.).
Must be prepared to do some independent work and also work in a team.
Availability to respond to requests after business hours.
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Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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