FSR (Federal Staffing Resources)
  • Baltimore, MD, USA
  • Contract

Service Desk and Desktop/Field Support

Help Desk Specialist (Senior)


Duties: Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.


Education: A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.


General Experience: This position requires a minimum of seven (7) years of experience in a business IT environment with emphasis on PC computer hardware and applications. General experience includes, but is not limited to: information systems development, work in the client/server field, or related fields.


Specialized Experience: At least five (5) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk. Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.


Position Details:

Shall have at least three (3) years' experience in each of the following:

  1. Providing Tier 1 IT support to customers in a Service Desk environment
  2. Troubleshooting PC hardware and software in a Microsoft networked environment
  3. Microsoft Active Directory user and device management
  4. Repairing, installing, upgrading, and reconfiguring:
    • PCs
    • Laptops
    • Stand-alone and networked printers
    • Stand-alone and networked scanners
    • Modems

Installing and configuring:

  • PC operating systems (at a minimum Microsoft Windows 7)
  • Server operating systems (at a minimum Microsoft Windows Server 2008)
  • Standard software (at a minimum all of the following): Microsoft Office 2013 Productivity Suite, Microsoft Outlook 2013 Email Client, McAfee Virus Scan, and Adobe Acrobat Reader
  • Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent
  • Remote Desktop software (at a minimum, all of the following): Microsoft Remote Desktop, LANDesk


  • Answer Service Desk calls and log each call into the IT Service Desk system (presently IBM Maximo).
  • Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
  • Ensure that all workstations have current drivers, patches and security updates.
  • Create/restore workstation images.
  • Troubleshoot workstation network connectivity issues.
  • Set up new workstations and printers to access the network.
  • Deploy new state procured equipment and software to the existing network.
  • Replace existing hardware/software and remove the hardware/software and transport to a specified location.
  • Document moves/adds/changes in accordance with inventory and policies/procedures.
  • Troubleshoot issues regarding all hardware and software stated above.
  • Install software/hardware on workstations.
  • Work in cooperation with the current contractors as well as other staff.
  • Attend internal staff meetings as requested.
  • Update Service Desk requests on a daily basis.
  • Assist in the development of installation instructions/standard operating procedures for applications.
  • Other related duties as assigned by Division of Information Technology management.



FSR is nationwide, award winning, multi-industry workforce solution organization. FSR has grown from providing healthcare professionals to government healthcare facilities to providing talent acquisition, recruiting, and specialized human resources for the private and public sector.

FSR matches talented individuals to organizations to create mutually beneficial, sustainable partnerships.  

We invite you to join our team and grow with us! 

FSR is a women-owned, minority, small business based out of Maryland. Ask about our Working Warriors Program. 


FSR (Federal Staffing Resources)
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