Job Description

Baltimore Consulting is looking to fill multiple positions, of varying skill, on our Service Desk team. Your primary responsibility will be in supporting our clients by working tickets and handling onsite service requests as needed. We are primarily a remote support organization but do go onsite to client locations as needed. If you are the type of person that enjoys staying busy, this is an ideal position. During the course of a week, you will likely find yourself handling tickets or setups at our office, dispatching to a client location for onsite work, or working remotely from your house (following an introductory period).

The majority of tickets and issues you will address are workstation or user tickets. Some examples of this are setting up new users / computers, troubleshooting email and other Office 365 issues, setting up or troubleshooting multi-factor authentication, assisting with OneDrive and SharePoint, and likely some basic network troubleshooting. There is also opportunity to assist with our project team occasionally as needed.

While it is not a requirement, the ideal candidate will have experience working for another Managed Services Provider or similar situation where you have worked in a multi-client / multi-environment setting. We put a big focus on certifications so while they are not a requirement for the position, there will be an expectation that you continually improve your skillset. This is done through a shared responsibility model in that Baltimore Consulting will cover the costs but you will contribute your time and effort.

RESPONSIBILITIES:

• Responding to support requests via phone, tickets, and email and troubleshooting end-user issues remotely and on-site
• Manage and troubleshoot the standard suite of Office 365 services
• Desktop refresh / imaging
• Rotating after-hours on call schedule

QUALIFICATIONS:

• Exceptional communication skills – ability to translate “tech” into plain English
• Experience with the Microsoft ecosystem including Windows and Server
• Office 365 (primarily Exchange / OneDrive / SharePoint / Teams)
• Mac experience is a big plus
• Networking – firewalls, managed switches, wireless technologies, VPN configuration
• VMWare, Citrix, and general virtualization concepts/technologies helpful but not required
• PowerShell and/or other scripting experience is helpful
• Ability to stay motivated and on-task when not under direct supervision
• Adhere to the highest standard with respect to client security and confidentiality
• Ability to stay calm and patient when a situation may not go as expected
• Technical certifications are a plus

IMPORTANT NOTE: Baltimore Consulting mandates the COVID-19 vaccine as a requirement for employment. Please only apply if you are currently vaccinated or are willing to become vaccinated.

Company Description

Baltimore Consulting is a top-tier MSP in the Maryland region that supports a wide array of clients among many industries. We strive for excellence in customer service and pride ourselves in bridging the gap between business and technology.