Domino Technologies, Inc.
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http://www.dominotech.net
http://www.dominotech.net
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Jason Prough
Senior Help Desk Specialist
Job Description
Senior Help Desk Specialist Position For Your Consideration
Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 – Join the Domino Tech Team!
Contact Us Today! Accepting Candidates Until 03/22/2023 at 2:00 PM
Client: State of Maryland, Maryland Health Benefit Exchange (MHBE)
Position Title: MHBE – Senior Help Desk Specialist (RFR031323)
Location: Hybrid Remote Off-Site and On-Site in Baltimore, MD
Duration: 36 – 60 Months
Note: Duration of the base period will be anticipated from July 1, 2023, through June 30, 2026. MHBE will have the unilateral option to renew the term for two additional one-year terms from July 1, 2026, through and including June 30, 2028. Primary work location will be 750 East Pratt Street, 6th Floor, Baltimore, MD 21202. The candidate may be required to work remote off-site or on-site on specific days as determined by MHBE.
Position Summary:
The Maryland Health Benefit Exchange (MHBE), an independent unit of state government, provides accessible, affordable health coverage to Marylanders. MHBE administers Maryland Health Connection (MHC), the state’s health insurance marketplace. Through MHC, Maryland residents explore health insurance plans, compare rates, and determine their eligibility for advanced premium tax credits (APTC), cost-sharing reductions (CSR), and public assistance programs such as Medicaid and the Maryland Children’s Health Insurance Program (MCHP).
MHBE seeks up to three (3) Senior Help Desk Specialists to provide IT software, hardware installation, maintenance, support, and Help Desk services, including resolving issues with software installations on desktops, laptops, mobile devices, and other help desk related technical support services, with the following duties and responsibilities;
- Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, provide quality end-user support.
- Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
- Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
- Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
- Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.
- Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
- Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
- Provide daily and weekly status reports of ongoing efforts.
- Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.
- Must be flexible to work overtime as needed, including weekends, holidays, and off-hours.
Required Skills and Experience:
- A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.
- A minimum of three (3) years of experience using JIRA or other help desk support applications.
- A minimum of three (3) years of experience supporting Cisco ASA, ISE, Switching, and Wireless Access Points (WAP) or related.
- A minimum of three (3) years of experience managing enterprise antivirus solutions.
- Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, MS WAIK, and WSUS, and experience with Google Suite.
- Experience supporting desktop and laptop operating systems using Windows 10 and Microsoft Office 365 suite.
- Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.
- Possess an understanding of network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.
- Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.
- Ability to learn new technical concepts quickly and stay abreast of current trends.
- Ability to lift and carry desktop equipment such as laptops, computers, and monitors.
- Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.
Preferred Skills and Experience:
- A minimum of five (5) years of experience directly related to supporting help desk operations of an organization with more than one hundred (100) staff.
- A minimum of five (5) years of experience managing Active Directory Environment.
- Experience as a Service Desk Administrator of JIRA or other similar products.
- Experience with using ServiceNow IT Service Management suite or equivalent.
- Possess Dell Laptop and Desktop certification.
- Possess Dell Certified Systems Expert (DCSE) Certification.
- Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise active directory environments.
- Possess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment.
- Possess Cisco Certified Network Associate (CCNA) or other advanced Cisco Certifications.
- Possess McAfee EPO Certification or hands-on experience managing McAfee EPO.
- Experience working with the Project Management Office (PMO) processes, policies, and procedures.
Learn more at https://www.dominotech.net/
The mission of Domino Technologies, Inc. is to provide clients with IT solutions for their individual business processes that lead to strategic market advantages. Since its founding in 1996, the Domino Tech Team has built a solid record of performance working with clients in the Government and Commercial sectors.
Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 – Join the Domino Tech Team!
Contact Us Today! Accepting Candidates Until 03/22/2023 at 2:00 PM
Client: State of Maryland, Maryland Health Benefit Exchange (MHBE)
Position Title: MHBE – Senior Help Desk Specialist (RFR031323)
Location: Hybrid Remote Off-Site and On-Site in Baltimore, MD
Duration: 36 – 60 Months
Note: Duration of the base period will be anticipated from July 1, 2023, through June 30, 2026. MHBE will have the unilateral option to renew the term for two additional one-year terms from July 1, 2026, through and including June 30, 2028. Primary work location will be 750 East Pratt Street, 6th Floor, Baltimore, MD 21202. The candidate may be required to work remote off-site or on-site on specific days as determined by MHBE.
Position Summary:
The Maryland Health Benefit Exchange (MHBE), an independent unit of state government, provides accessible, affordable health coverage to Marylanders. MHBE administers Maryland Health Connection (MHC), the state’s health insurance marketplace. Through MHC, Maryland residents explore health insurance plans, compare rates, and determine their eligibility for advanced premium tax credits (APTC), cost-sharing reductions (CSR), and public assistance programs such as Medicaid and the Maryland Children’s Health Insurance Program (MCHP).
MHBE seeks up to three (3) Senior Help Desk Specialists to provide IT software, hardware installation, maintenance, support, and Help Desk services, including resolving issues with software installations on desktops, laptops, mobile devices, and other help desk related technical support services, with the following duties and responsibilities;
- Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, provide quality end-user support.
- Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
- Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
- Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
- Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.
- Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
- Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
- Provide daily and weekly status reports of ongoing efforts.
- Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.
- Must be flexible to work overtime as needed, including weekends, holidays, and off-hours.
Required Skills and Experience:
- A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.
- A minimum of three (3) years of experience using JIRA or other help desk support applications.
- A minimum of three (3) years of experience supporting Cisco ASA, ISE, Switching, and Wireless Access Points (WAP) or related.
- A minimum of three (3) years of experience managing enterprise antivirus solutions.
- Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, MS WAIK, and WSUS, and experience with Google Suite.
- Experience supporting desktop and laptop operating systems using Windows 10 and Microsoft Office 365 suite.
- Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.
- Possess an understanding of network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.
- Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.
- Ability to learn new technical concepts quickly and stay abreast of current trends.
- Ability to lift and carry desktop equipment such as laptops, computers, and monitors.
- Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.
Preferred Skills and Experience:
- A minimum of five (5) years of experience directly related to supporting help desk operations of an organization with more than one hundred (100) staff.
- A minimum of five (5) years of experience managing Active Directory Environment.
- Experience as a Service Desk Administrator of JIRA or other similar products.
- Experience with using ServiceNow IT Service Management suite or equivalent.
- Possess Dell Laptop and Desktop certification.
- Possess Dell Certified Systems Expert (DCSE) Certification.
- Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise active directory environments.
- Possess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment.
- Possess Cisco Certified Network Associate (CCNA) or other advanced Cisco Certifications.
- Possess McAfee EPO Certification or hands-on experience managing McAfee EPO.
- Experience working with the Project Management Office (PMO) processes, policies, and procedures.
Learn more at https://www.dominotech.net/
The mission of Domino Technologies, Inc. is to provide clients with IT solutions for their individual business processes that lead to strategic market advantages. Since its founding in 1996, the Domino Tech Team has built a solid record of performance working with clients in the Government and Commercial sectors.
Meet Your Recruiter
Jason Prough
Senior Account Executive
Jason is a Senior member of our recruiting team and has a strong commitment and a proven record of both client and candidate satisfaction. He strives to build long-lasting relationships with both the candidates and clients by listening, understanding and addressing their needs.
Jason came to Domino Technologies in February of 2018 after retiring from the USAF where he spent the last eleven years of his military career in Recruiting and as a Recruiting and Retention Manager for the Pennsylvania Air National Guard. In his spare time, he enjoys spending time with his family and friends and being outdoors anywhere from the mountains to the beach.
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