Helpdesk Support Technician II - Contractor - Merritt

Hartman Executive Advisors was founded with the vision of providing business-focused, vendor-independent consulting to mid-sized companies. As independent, trusted strategic advisors to our clients, Hartman’s mission is to create meaningful business outcomes that foster growth, greater financial returns and market dominance. By developing a deep understanding of the business challenges arising from poorly aligned technology and uncovering the transformational opportunities that result from strategically aligned technology, we set the path to advance, cultivate and leverage people, processes and systems to change and transform organizations. At Hartman, we deliver powerful business outcomes by leveraging technology strategy as a gamechanger for our clients.

Position Summary
The Helpdesk – Tier 2 Support role serves as an escalation point for Tier 1 support and provides advanced technical support to the user base within one of Hartman's Commercial Real-Estate clients. 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 advanced technical skills.

Primary Responsibilities

• Provide advanced troubleshooting and resolution for complex technical issues
• Assist Tier 1 support with escalated tickets and provide guidance as needed
• Install, configure, and troubleshoot computer hardware and software
• Assist with new hire onboarding account setup and change requests
• Monitor the helpdesk ticketing system queue and act as the primary point of contact for escalated issues
• Coordinate break/fix work with company vendors, including deliveries and installs
• Manage IT projects as needed and assist with departmental projects

Requirements/Qualifications

• Excellent problem-solving and troubleshooting skills
• Detail-oriented approach to tasks
• Customer service-oriented attitude
• Must have own vehicle (car allowance provided)
• A+/Net+/Microsoft certifications required
• Advanced knowledge of LAN/WAN networks and TCP/IP troubleshooting
• Strong reading, writing, and verbal communication skills
• 5+ years of IT experience, including supporting a Microsoft Windows environment
• Experience maintaining and improving Microsoft 365 environments, including SharePoint and Teams
• Capable of working independently as well as part of a team
• Flexible, quick learner who is resourceful, perseveres, and understands the value of documentation
• Ability to communicate and work with all levels of staff who possess varying degrees of technical skills
• Ability to perform physical work, including squatting, kneeling, crawling, using/working on a step ladder, sitting, walking, and standing for sustained periods, as well as the ability to lift up to 25 pounds if needed

Job Type: Contract to Hire
Benefits: N/A