Senior Help Desk Specialist

Role Overview

• Provide telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under the MDVOTERS Contract and its predecessors.
• Serve as the initial point of contact for troubleshooting hardware and software issues across PCs and printers, resolving tier 0/I incidents at first contact whenever possible.
• Escalate complex issues to the appropriate tier or specialist team with clear, complete handoff information, ensuring continuity of support for the end user.
• Communicate clearly and empathetically with end users of varying technical backgrounds, ensuring a consistently positive support experience even under pressure.
• Diagnose and resolve PC hardware issues, peripheral problems, and printer faults common in a state government office environment, including imaging, driver, and connectivity issues.
• Troubleshoot standard Windows desktop applications, Microsoft 365 productivity tools, and the custom MDVOTERS application suite, distinguishing between user error, configuration issues, and product defects.
• Support user account activities — directory lookups, password resets, and access requests — within established protocols, with attention to identity verification and access control discipline.
• Maintain accurate, timely, and complete ticket documentation in the help desk system, including reproduction steps, root cause (where known), and resolution details.
• Represent both The Canton Group and the vendor partner professionally with State of Maryland end users, election officials, and project stakeholders.

Requirements

• Bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or another related scientific or technical discipline; OR three (3) years of equivalent experience in a call center, customer service, and/or tier 0/I help desk support environment.
• Minimum of five (5) years of experience in a business IT environment with emphasis on PC computer hardware and applications.
• At least five (5) years of comprehensive, hands-on knowledge of PC operating systems and working in a help desk function.
• Demonstrated ability to communicate effectively, both orally and in writing, with end users of varying technical backgrounds.
• Consistently positive, professional customer service attitude, even under pressure during peak operational periods.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve issues efficiently across hardware, software, and applications.
• Ability to work independently as a 1099 independent contractor while collaborating effectively with the TCG project team, vendor partner, and client stakeholders.

Benefits

• None specified