Salary:
OET Help Desk Specialist Junior
Location
Baltimore, MD
Primary location: MDH Headquarters, currently 201 W. Preston Street, Baltimore, MD. MDH is expected to relocate to 300 N. Greene Street, Baltimore, MD in January 2027. Resources may also be reassigned to Spring Grove Hospital Center in Catonsville, MD.
Position Type
Full-Time, Contract Support
Position Overview
We are seeking an OET Help Desk Specialist Junior to support the Maryland Department of Health Office of Enterprise Technology Infrastructure & Operations team. This role provides telephone and in-person end-user support for directories, Windows desktop applications, PC hardware, printers, and applications used by MDH personnel.
The Junior Help Desk Specialist will assist with help desk ticket resolution, desktop support, server and network troubleshooting, Active Directory administration, hardware/software installation, documentation, inventory tracking, and user support under the supervision of the MDH OET ServiceDesk Manager.
Key Responsibilities
- Provide telephone and in-person technical support to users for PC hardware, printers, Windows applications, directories, and standard desktop tools.
- Troubleshoot and resolve hardware, software, network, server, and printer issues.
- Install, configure, maintain, troubleshoot, and repair network software, servers, network utilities, and related hardware.
- Support Active Directory administration within the MDH enterprise environment, including users, computers, groups, and local Organizational Unit support.
- Configure, install, and maintain computer hardware and electronic communication equipment, including servers, switches, modems, printers, network cabling, presentation equipment, and videoconferencing equipment.
- Respond to help desk assignments and document solutions in accordance with OET SLA requirements and help desk procedures.
- Prepare documentation for installation, setup procedures, user support, and training.
- Consult with users to understand hardware, software, and network support needs.
- Maintain centralized records of hardware, software, user files, and IT inventory.
- Assist with scripts or automation where needed to improve team efficiency.
Required Qualifications
- Bachelors degree in Computer Science, Information Systems, Engineering, Business, or related technical discipline; or 3 years of equivalent related experience.
- Minimum 5 years of experience in a business IT environment with emphasis on PC hardware and applications.
- Minimum 2 years of comprehensive knowledge of PC operating systems, including Windows and related desktop environments.
- Help desk or service desk experience supporting end users.
- Strong oral and written communication skills.
- Positive customer service attitude.
Required Technical Skills
- Windows desktop operating systems
- PC hardware and application support
- Active Directory support
- User, computer, and group administration
- Server administration support
- TCP/IP, DNS, DHCP
- Basic networking concepts
- Hardware troubleshooting and repair
- Printer and peripheral support
- Help desk ticket documentation
- User support and training documentation
- Inventory and asset tracking
Additional Desired Experience
- 5 years administering a large-scale Active Directory environment.
- 5 years managing server hardware and software using Microsoft Server operating systems.
- 3 years providing user and infrastructure support in a Help Desk or Service Desk environment.
- Knowledge of Windows Server operating systems, replication, networking, and infrastructure support.
Preferred Qualifications
- Prior Maryland Department of Health experience is strongly preferred.
- Experience supporting public-sector, healthcare, or state government IT environments.
- Experience working with MDH, OET, or Maryland DoIT standards, policies, and procedures.
- Experience supporting onsite enterprise help desk operations.
Work Authorization
Candidates must be legally authorized to work in the United States. Acceptable work authorization may include U.S. citizenship, green card, H-1B, OPT, EAD, or other lawful U.S. work authorization, subject to employer and contract requirements.
Background Check Requirement
Selected candidates must be able to complete required background check processes, including Maryland State Police and FBI background checks, as required before award or onboarding.