Job description

Overview We are seeking an experienced Senior Help Desk Specialist to provide enterprise-level technical support for hardware, software, and network systems in a dynamic hybrid IT environment. The ideal candidate will bring strong troubleshooting experience, customer service excellence, and the ability to manage complex issues across desktops, laptops, mobile devices, and enterprise systems. You will provide both remote and onsite support, resolve technical issues related to installations, connectivity, and user access, and maintain adherence to established IT service management processes and policies. ⚠️ This position requires prior enterprise IT support experience and the ability to work onsite in Baltimore, MD. Candidates who do not meet these requirements will not be considered. Responsibilities • Provide Tier II/III technical support for desktops, laptops, mobile devices, and peripherals. • Manage incident tickets via tools such as JIRA, ServiceNow, or similar platforms. • Troubleshoot and resolve software installations, driver issues, and system errors. • Maintain and support LAN/WAN connectivity and wireless access points (WAPs). • Administer and support Active Directory, antivirus solutions, and endpoint protection tools. • Support Microsoft Windows (including Windows 11), Linux, and macOS environments. • Configure and manage multi-function printers and peripheral devices (Lexmark, HP, Canon, etc.). • Maintain equipment inventory and asset tracking documentation. • Prepare daily/weekly performance and ticket reports. • Collaborate with cross-functional IT teams and adhere to PMO processes and policies. Minimum Qualifications • 7+ years of experience providing IT support in an enterprise environment. • 3+ years of experience using JIRA, ServiceNow, or other help desk ticketing systems. • 3+ years of experience supporting LAN/Switching/Wireless Access Points (WAPs). • 3+ years of experience managing enterprise antivirus solutions. • Proficiency in Active Directory, Windows Server, Office Suite, and Google Workspace. • Experience supporting Windows 11, Linux, and macOS operating systems. • Strong understanding of network protocols (TCP/IP, UDP, DHCP) and hardware troubleshooting. • Excellent communication and customer service skills. • Ability to lift and carry computer equipment (e.g., monitors, CPUs, laptops). • Must pass a comprehensive background check (including fingerprint-based FBI and local law enforcement checks). • Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or related field (OR an additional 3 years of directly related experience in lieu of degree). Preferred Qualifications • 5+ years of experience managing Active Directory environments or servers. • Experience administering JIRA or ServiceNow. • Certifications (any of the following preferred): • * Dell Certified Systems Expert (DCSE) • Apple Certified Support Professional (ACSP) • Microsoft Certified Solutions Expert (MCSE) • Cisco Certified Network Associate (CCNA) or Juniper • Endpoint Protection / McAfee EPO • Familiarity with PMO methodologies and service delivery metrics. Work Environment • Hybrid schedule: mix of onsite and remote work as designated by project leadership. • Onsite work primarily based in downtown Baltimore, MD (Inner Harbor). • May involve occasional travel to other state office locations within Maryland. • Flexibility required for occasional after-hours or weekend support. Ideal Candidate You’re a self-starter who thrives on solving complex IT challenges. You’re equally comfortable resolving hands-on issues as you are documenting solutions and collaborating with technical teams. You take pride in clear communication, efficient support delivery, and ensuring smooth end-user operations. Company DescriptionTenacity Solutions, LLC (Tenacity) is a Service-Disabled Veteran Owned Small Business (SDVOSB) founded by our CEO, Gabriel Brown, CAPT, USN (Ret). Tenacity is an innovative company, leveraging talent, skill, and knowledge with cutting-edge and proven practices to deliver solutions and products that exceed customers’ requirements and surpasses their expectations. Tenacity immediately has become a leading technology and management solutions provider with a mission to advance healthcare services for specialized populations including Veterans and their families. Headquartered in North, Bethesda, Maryland (DMV), our talented resources are located across the United States. We bring diverse talent to design solutions that help customers with their greatest challenges.

Requirements