Service Desk Analyst

Our client is hiring a Helpdesk Technician to work onsite in Catonsville, MD. The daily responsibilities include logging, tracking, and resolving an average of 30 to 40 customer interactions per day. Acting as the customer advocate for problem resolution, demonstrating intermediate‑advanced troubleshooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team.

An average call lasts approximately 7 minutes; first call resolution rate goal is 75%.

• Microsoft Outlook
• Microsoft Word (Troubleshooting and Formatting)
• Net Documents (Document Management System)
• Mobile devices

Shift: 1pm-10m Monday–Friday. Hybrid role in office Tuesdays and Wednesdays each week, with potential for more office days in the future.

Job Type &

Location:

Contract position based out of Baltimore, MD.

Pay range: $16.50 – $18.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

We are an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.