Junior Help Desk Specialist

Emerald Technical Solutions.com

40k - 60k USD/year

Office

Havre de Grace, MD

Full Time

Position Title: Junior Help Desk Specialist
Position Type: Full Time Employee
Location: Hybrid - On-site Havre de Grace, MD with remote flexibility and occasional customer site travel
Clearance Requirement: None (Commercial Customer Support)

Position Overview
We are seeking an enthusiastic Junior Help Desk Specialist to join our Managed Services Provider (MSP) team. This entry-level position is ideal for individuals looking to gain experience in IT support and system administration while working directly with our commercial customers. The Junior Help Desk Specialist will be responsible for answering customer tickets, performing standard system administration tasks, and supporting senior staff in maintaining and improving IT environments.
This role provides an excellent opportunity to learn, grow, and advance technical skills in a collaborative environment.

Key Responsibilities

Respond to and resolve customer help desk tickets in a timely manner.
Provide first-line technical support, including troubleshooting hardware, software, and network issues.
Perform standard system administration tasks such as account creation, password resets, and basic configuration.
Escalate complex technical issues to senior staff as needed.
Document support activities and maintain accurate records in the ticketing system.
Assist senior staff in projects, system upgrades, and process improvements.
Maintain professional and courteous communication with customers.
Contribute to knowledge base documentation for recurring issues and solutions.

Required Qualifications

High school diploma or equivalent; some college coursework in IT or related field preferred.
Strong customer service and communication skills.
Basic understanding of computer hardware, operating systems, and networking concepts.
Ability to work collaboratively as part of a technical team.
Strong problem-solving and organizational skills.
Enthusiasm for learning new technologies and advancing technical skills.

Preferred Qualifications

Entry-level technical certification (such as CompTIA A+, Network+, or Microsoft Certified Fundamentals) preferred but not required.
Prior experience with ticketing systems and IT support processes.
Familiarity with Windows and/or Linux operating systems.
Exposure to cloud platforms (Microsoft 365, Azure, AWS, or Google Workspace).

Benefits

Competitive compensation package and benefits.
Salary Range 40K – 60K with opportunities for advancement.
Professional development and certification opportunities.
Hands-on experience in system administration and MSP services.
Collaborative and supportive team environment.