IT Help Desk Technician

It Help Desk Technician

RMF Engineering Inc. has an immediate need for an experienced IT Help Desk Technician to support our Baltimore IT team. Strong oral and written communication skills are important, as are computer skills, accuracy and attention to detail, good people skills, ability to work within a team environment and effectively able to prioritize and manage multiple tasks.

Provide user support and customer service on company-supported computer applications and platforms in a fast-paced environment. Troubleshoot and resolve issues and advise users on the appropriate actions. Configure and deploy new equipment.

Main Job Tasks and Responsibilities:

• Respond to requests for technical assistance in person, via telephone and using remote technologies.
• Diagnose and resolve hardware, software and connection issues.
• Investigate and resolve printing and plotting issues.
• Research questions using available information resources.
• Advise users on appropriate actions.
• Follow standard operating procedures.
• Image and setup workstations, laptops and tablets for deployment.
• Hardware upgrades to existing workstations and laptops.
• Basic cellular telephone troubleshooting for users.
• Utilize Active Directory, Virtual Technology such as VMware and Microsoft Exchange.
• Use the internal help desk software to log, research and respond to help desk requests.
• Identify and escalate situations when needed or when requiring urgent attention.
• Track and route issues and requests and document configurations and resolutions.
• Prepare activity reports.
• Inform management of recurring issues and possible solutions.
• Stay current with system information, changes and updates.

(Salary Range: $60,000 - $70,000 annually. RMF considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.)