Senior Help Desk Technician
Location: Baltimore, MD
Type: Full Time

Job Summary: 

The Help Desk III position is an advanced level technical position responsible for technical troubleshooting and repair, specifically in support of connected devices.  This role will also support remote installations as needed.  This is an onsite office position.

Essential Functions:

  • Takes initial requests for service assigned by Dispatch. This includes escalated calls. 
  • Contacts customer, performs basic triage of issue, obtains information and begins troubleshooting through remote software. 
  • Troubleshoot print drivers (both PC and Macs) and Sharp and Ricoh software products.
  • Troubleshoot network scanning issues, including Windows and Mac file shares, firewall, email server issues, network connectivity issues and printing issues with MS Office, Corel Office, and Adobe products.
  • Train on  and perform remote installations
  • Provides advanced support to external and internal customers, including assisting field technicians and sales staff with technical support. 
  • Logs work performed and completes or assigns the service call to field service and completes all required administrative tasks in an accurate and timely manner.
  •  Mentors peers and assists with training as appropriate.
  •  Establishes resolution to escalated Help Desk calls.
  •  Be well practiced in advanced scanning and auditing software products for MFPs, or achieve and practice troubleshooting issues for same at an advanced level in a short period of time.

Required Qualifications: (Knowledge, Skills, Abilities)

  • Demonstrates excellent customer service skills and represents Centric in a professional manner.
  • Follows company programs, policies and procedures.
  • Maintain a positive attitude with all customers.
  • Understands and utilizes proper problem escalation procedures.
  • Accepts and resolves customer issues as escalated by level 2.

Required Education and Experience:

  • High School Diploma is required. College preferred.  Technical certifications are required.
  • Excellent written and oral communications skills required.
  • Proper phone demeanor and use of English is required.
  • Advanced knowledge of MS Windows OS and Server is required.   Advanced knowledge of MAC OS strongly desired.
  • A minimum of 3-5 years of network connectivity troubleshooting experience is strongly recommended. 

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