Helpdesk Jobs in Baltimore, MD (NOW HIRING)

Description:
Columbia Technology Partners is seeking a System Administrator Level 1 to provide frontline technical support for end users in a fast-paced, mission-focused environment. This role serves as the first point of contact for IT support requests, assisting users with hardware, software, account access, and network connectivity issues while delivering exceptional customer service. The ideal candidate is a strong communicator with experience working in ticketing systems, troubleshooting common technical problems, and documenting support activities in accordance with organizational procedures.
This position supports one of the following fixed shifts:

• Friday - Monday | 6:00 AM - 4:00 PM
• Friday - Monday | 12:00 PM - 10:00 PM

Key Responsibilities:

• Respond to user inquiries submitted through phone, email, chat, and ticketing systems.
• Log, track, update, and resolve support requests using the ServiceNow ticketing platform.
• Diagnose and troubleshoot basic hardware, software, printer, peripheral, and network connectivity issues.
• Assist users with password resets, account lockouts, and access-related problems.
• Install, configure, and update software on end-user devices.
• Escalate complex technical issues to higher-tier support teams when appropriate.
• Maintain accurate documentation of troubleshooting activities, ticket updates, and resolutions.
• Create and contribute to knowledge base articles that improve self-service capabilities.
• Communicate technical information clearly to both technical and non-technical users.
• Support IT asset inventory efforts and maintain accountability of assigned equipment.
• Adhere to established IT security policies and report potential security incidents or concerns.
• Collaborate effectively with team members and provide assistance to colleagues as needed.
• Participate in a mission-essential support environment that may require holiday coverage.

Qualifications:

• High School Diploma/GED with 10 years of relevant experience, or Bachelor's degree with 5 years of relevant experience.
• Experience providing end-user technical support in a help desk, service desk, or desktop support environment.
• Hands-on experience with the ServiceNow Ticketing System and strong troubleshooting skills across hardware, software, and peripheral devices.
• DoD 8570 IAT Level I certification required, along with strong written and verbal customer service skills.

Desired Skills:

• Experience supporting enterprise IT environments and geographically dispersed users.
• Knowledge of IT asset management, inventory tracking, and lifecycle support processes.
• Ability to manage multiple support tickets simultaneously while maintaining service level expectations.
• Experience creating technical documentation, knowledge base articles, and assisting or mentoring team members.

Requirements:

• U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.
• Certification Requirements:
  • DOD 8570 IAT Level I Compliance Required

This position requires an active Security Clearance with appropriate Polygraph.
About us:
Founded in 2007, Columbia Technology Partners is a Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation; our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission.
At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together. Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way.
That's why our pay is competitive, our missions are critical, and our benefits
represent what matters most to CTP: Our People.
Salary Range Transparency
At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for their contributions.
How We Determine Salary Ranges
Our salary ranges are based on the following key factors:

• Job Role and Responsibilities: The specific duties and responsibilities associated with each role form the foundation of our compensation structure.
• Market Research and Industry Benchmarks: We conduct regular analysis of market trends and salaries across our industry, using reliable compensation data to ensure we stay competitive.
• Experience and Qualifications: An individual's experience, education, certifications, and specialized skills all contribute to determining their position within a salary range.
• Location: Salary ranges may be adjusted based on geographic cost of living, in accordance with local and national standards.
• Company Performance: Our compensation practices also take into account overall company performance and financial health, ensuring that we maintain sustainability while rewarding our team.

Really good benefits, for really GREAT people:
From our CTP Family to yours, we know how important these decisions are. Your benefits are about you, not us. Tell us what you need in order to see a future at CTP; let's get where you're going, together.
Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.
Vision + Dental: Both free to you + paid in full by CTP.
Retirement: 401k - 6% company contribution
PTO + Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement + Military Leave provided.
Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.
Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.
Profit Sharing Bonus: End of year cash gets added to your bottom-line.
Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.
Columbia Technology Partners is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Our EEO policy reflects our commitment to ensure equality and promote diversity and inclusion in the workplace. Our policy applies to all employees, job candidates, contractors, stakeholders, partners, and visitors.
CTP was voted one of the top 25 best places to work in Baltimore by Baltimore Magazine!