Sr Help Desk Specialist

N-3 Technologies, Inc. is seeking a Senior Help Desk Specialist for its direct government client. This position is a two-year contract and has an anticipated start date of October 1, 2021. Experience in Healthcare and/or government Health Exchanges is strongly preferred. The Maryland Health Benefit Exchange (MHBE), an independent unit of state government, provides accessible, affordable health coverage to Marylanders. MHBE is responsible for the administration of 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). Education:

• Bachelors’ Degree in Engineering, Information Systems, or technical discipline
• Masters’ Degree strongly preferred
• Dell Laptop and Desktop certification.
• Dell Certified Systems Expert (DCSE) Certification.
• 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.
• Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment.
• Cisco Certified Network Associate (CCNA) or other advanced Cisco Certifications.
• Possess McAfee EPO Certification or hands-on experience managing McAfee EPO

• A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.
• 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 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 solution.
• A minimum of five (5) years of experience managing Active Directory Environment
• Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, MS WAIK and WSUS and experience with Google Suite.
• Experience with supporting desktop and laptop operating systems using Windows 10 and Microsoft Office 365 suite.
• Experience as a Service Desk Administrator of JIRA or other similar products
• Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.
• Possess understanding of network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, network devices like routers, switches, firewalls, or servers.
• Possesses excellent communications skills to tactfully handle a diverse team of stakeholders requesting for technical support.
• 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

• Utilize knowledge and technical expertise of computer systems and general network administration skills to perform hardware configuration management, system testing, software upgrades and troubleshooting, to provide quality end-user support.
• Utilize ticketing system 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 on-line remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
• Provide deskside assistance as needed, including troubleshooting, and replacing desktop equipment and peripheral equipment.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Ensure all tickets worked include a clear documentation of the problem, solution, end-user identity, and 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 weekly and daily status reports of ongoing efforts.
• Adhere to all security, change control and MHBE Project Management Office (PMO) policies, processes, and methodologies.