Senior IT Help Desk Associate

We believe in the mission of our work. We believe that together, we are able to accomplish something life-changing, both for ourselves and for those around us. The Associated strives to find the most talented and dedicated individuals. We are committed to helping our professionals reach their highest potential. Ready for a change? Discover where vision, creativity, and talent come together.

Senior IT Helpdesk Associate

Position Summary

We are looking for a Senior IT Helpdesk Associate to provide technical support and assistance to our organization's staff and users. As a Senior IT Helpdesk Associate, you will play a critical role in ensuring the smooth operation of our IT systems and delivering excellent customer service to our employees. The ideal candidate will have extensive experience in IT support, exceptional problem-solving skills, and a strong commitment to customer satisfaction.

Key Responsibilities:

• Provide advanced technical support and troubleshooting for hardware, software, and network-related issues.
• Manage and prioritize incoming helpdesk requests through our ticketing system.
• Mentor and provide guidance to team members.
• Collaborate with other IT team members to resolve complex technical issues.
• Maintain and update documentation for IT processes, procedures, and knowledge base articles.
• Assist with IT projects and initiatives as needed.
• Stay current with industry trends and technological advancements to provide proactive support.
• Experience in Azure AD administration.
• Experience with Microsoft Endpoint Manager (INTUNE).

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• 5+ years of experience in IT support, including hands-on experience with troubleshooting hardware, software, and network issues.
• Proficiency in Windows and Mac OS environments.
• Strong knowledge of Microsoft 365 including Teams Voice and other business applications.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a team environment.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) is a plus.
• -On site position, required travel in Baltimore area

Salary Range: Salary range $60,000-$65,000 and is commensurate with experience.

Benefit & Perks: The Associated offers a hybrid work environment that supports professional development and collaboration. We offer a comprehensive benefits package, including health insurance, 401(k) employer match, life insurance, Long Term Disability (LTD), Flexible Spending Plan, paid parental leave, holiday pay, tuition reimbursement, wellbeing programming and a complimentary membership to the Jewish Community Center. We also make work/life balance a priority by offering generous vacation and sick time. 

Application Process

Electronic submissions are preferred.  

This job ad is not intended to be all-inclusive, but to describe the general nature and level of work to be performed.


The Associated is proud to be an equal opportunity employer. In keeping with our Jewish values, The Associated supports a thriving Baltimore that celebrates diversity and appreciates the unique combination of gender, race, age, religion and ethnicity, sexual orientation, intellectual and physical disabilities, and special qualities that each resident adds to the fabric of life in Baltimore.  We welcome everyone interested in our mission to join us. If you require accommodations, please contact us, and we will make every effort to meet your needs.

The Associated: Jewish Community Federation of Baltimore and its Agencies are equal opportunity employers, dedicated to a policy of non-discrimination in employment on the basis of race, religion, color, sex, sexual orientation, gender identity or expression, national origin, age, marital status, citizenship, veteran's status, physical or mental disability that does not prohibit the performance of essential job functions (with or without reasonable accommodation) or any other basis protected by federal, or applicable, state or local law.