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Helpdesk Specialist

LocationBaltimore, Maryland, United States
TypeHybrid
Custom Software Systems, Inc. (CSS) is seeking a motivated and detail-oriented Helpdesk Specialist to provide technical support and assist with the design, implementation, and maintenance of client IT systems. This role requires a strong understanding of IT infrastructure and the ability to troubleshoot, analyze, and enhance system functionality while working closely with clients and stakeholders. The ideal candidate will be proactive in problem-solving, comfortable training end users, and skilled in documenting and reporting technical processes to ensure system efficiency and performance. This position is a hybrid position with 24/7 on-call support for multiple locations within Maryland. 
Responsibilities

  • Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications.
  • Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

  • Review current client IT systems, such as network, software, and hardware features, for any errors or issues.

  • Provide technical end-user support, including researching user complaints, researching issues, answering technical questions, and/or assisting with application revisions.
  • Collaborate with the client’s Technical Committee to determine which system requirements are necessary to remain efficient.
  • Assist in developing new client IT systems that address and fix any issues shown in the current systems. Devise ways to add functionality to existing computer systems.
  • Create analysis reports that represent the cost-benefit of any proposed upgrades.
  • Assist the client's IT team in implementing any new system that has been developed and is ready for deployment.
  • Test and troubleshoot any recently implemented plans to ensure efficient operations.
  • Maintains various records and/or documentation.
  • Develop Instruction Manuals.
  • Train clients' employees on how to use the new systems through training programs and documents.
  • Gather and analyze system requirements.
  • Design and document systems.
  • Facilitate communication between stakeholders.
  • Ensure system quality and performance.
  • Manage system implementation and integration.

Clearance

  • Must be clearable

Citizenship

  • US Citizenship

Required Qualifications

  • This position requires a minimum of five (5) years of experience in business IT environments with emphasis on PC hardware and applications. General experience includes information systems development, work in the client/server field, or related fields.
  • At least two (2) years of comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as experience working on a help desk. Demonstrated ability to communicate orally and in writing and to have a positive customer service attitude.

Knowledge, Skills & Abilities

  • Strong knowledge of computer systems, networks, hardware, and software.

  • Ability to analyze and document system requirements, processes, and solutions.
  • Skilled in troubleshooting, testing, and resolving system issues.
  • Strong written and verbal communication skills, including developing manuals and training materials.
  • Ability to collaborate with technical committees, IT teams, and stakeholders to ensure quality and performance.
  • Strong organizational and problem-solving skills.

CertificatesN/AEducation

  • A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.

Compensation & Benefits[1][2]

  • Wage Range: $95,000 - 117,000
  • General Benefits: Custom Software Systems, Inc. offers our employees a competitive benefits package that may include:

  • Health insurance plans
  • Health Savings Account (HSA)
  • Dental
  • Vision
  • Long-term disability
  • Short-term disability
  • Basic term life insurance
  • Supplemental term life insurance for employees, spouses, and dependents
  • Simple IRA
  • Parking/Commuting expense reimbursement
  • Training/Education

[1] Compensation range must be coordinated with and approved by the CSS Chief Operating Officer (COO).[2] Compensation & Benefits information is required for all Maryland Employers effective October 1, 2024.

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