Help Desk Specialist

Brightview Senior Living, LLC is looking for a Help Desk Specialist to be the first point of contact for associates who need technical support. This hybrid role in Baltimore, MD combines customer service with hands-on troubleshooting, helping keep end-user technology running smoothly across the communities and Home Office.

What you’ll do

• Act as the first line of support, consistently applying the STARS principles of Service, Teamwork, Action, Reputation, and Success in every interaction.
• Diagnose and resolve common issues in a Help Desk environment by guiding users through step-by-step solutions for software, hardware, and network problems.
• Provide clear, user-friendly technical communication in person and remote, ensuring associates understand next steps and outcomes.
• Troubleshoot Windows 11 desktop and laptop issues, including operating system, application, connectivity, and peripheral-related problems.
• Address basic network connectivity topics such as Wi-Fi, VPN, mapped drives, and internet access.
• Support computer and Audio-Visual/phones/tablets with initial troubleshooting and escalation when needed.
• Install and support specialized and approved software applications, including contributing to basic testing for IT rollouts and updates.
• Assist with end-user identity and access support, including password resets, account lockouts, MFA issues, and application access.
• Help with IT equipment deployment and replacement, including desktops, laptops, monitors, docking stations, phones, tablets, and peripherals.
• Procure IT equipment and supplies and troubleshoot hardware issues involving desktops, laptops, monitors, docking stations, printers, phones, and other end-user devices.
• Serve as the first level of contact for IT vendors to support systems for both communities and the Home Office.
• Use approved remote support tools to resolve common end-user issues remotely, then triage and escalate more complex matters to other IT teams.
• Complete additional assigned duties as needed.

What you bring

• High School diploma or GED equivalent required.
• BS in a computer-related field or A+ Certification preferred.
• Experience in a professional office environment.
• Troubleshooting skills and the ability to handle difficult situations by addressing issues when needed.
• Excellent communication via telephone, email, and in person.
• Detail-oriented with strong documentation skills.
• A desire and ability to deliver exemplary customer service.
• 1–3 years of experience using and troubleshooting Microsoft Office, Windows 10/11, and related software.

Technology you’ll work with

• Windows 11, Windows 10, Wi-Fi, VPN, mapped drives
• Microsoft Office
• Active Directory, Intune, Exchange, Entra ID
• Okta, MFA
• Audio-Visual, approved remote support tools

Schedule, travel, and pay

• Schedule: Saturday to Wednesday. Saturday and Sunday remote, Monday through Wednesday in the office.
• Travel: in and out of state travel may be required up to 5% of the time.
• Pay: $25.00 - $27.00 per hour (USD).