Harbor Bank of MD is seeking a Helpdesk Systems Administrator to support employees with secure, responsive technical help in a fast-moving banking environment. This onsite role in Baltimore, MD centers on helpdesk ticket ownership, end-user troubleshooting, and maintaining accurate support and asset records so teams can serve customers effectively.
As the primary point of contact for incoming requests, you will assist with user accounts, Windows 11 workstations, Microsoft 365, basic network connectivity, and VPN access, while coordinating escalations to Tier 2 or Tier 3 support for higher-risk or complex issues.
Responsibilities
- Provide responsive, customer-centric technical support that helps employees support customers securely, efficiently, and effectively.
- Act as the primary contact for incoming technical support requests.
- Document, classify, prioritize, troubleshoot, and resolve incidents and service requests within established service expectations.
- Keep users informed about ticket status, expected next steps, and final resolution.
- Escalate unresolved, high-risk, or complex issues to Tier 2 or Tier 3, while maintaining ownership through resolution.
- Provide end-user support for Microsoft 365 applications, Windows 11 devices, computer hardware and software, basic network connectivity, and VPN access.
- Create, modify, disable, and maintain Microsoft 365 user accounts, licenses, groups, and access permissions according to approved procedures.
- Assist with authorized Microsoft Azure administrative activities, including virtual machine monitoring, user sign-in review, and basic log analysis; escalate security or availability concerns when necessary.
- Perform basic workstation provisioning, software installation, configuration, patch verification, and issue remediation.
- Support onboarding, transfers, and offboarding by coordinating account access, equipment deployment, and asset recovery.
- Maintain accurate records for hardware, software, licensing, and employee-issued assets.
- Document troubleshooting steps, resolutions, recurring issues, and support procedures in the Bank’s knowledge base.
- Support SharePoint Online, Power BI, Power Automate, and related Microsoft technologies as assigned.
- Follow information-security, access-control, change-management, and data-handling procedures when providing support.
- Identify recurring incidents and recommend improvements to reduce business disruption and enhance the employee support experience.
- Comply with applicable federal and state regulations, meet risk and compliance obligations, and complete required training.
- Perform other duties as assigned.
Requirements
- Associate degree in information technology, computer science, cybersecurity, or a related discipline, or an equivalent combination of relevant education, training, and experience.
- 1 to 3 years of experience providing helpdesk, desktop-support, systems-support, or related IT services.
- Experience troubleshooting Windows workstations, Microsoft 365 applications, user accounts, hardware, software, and network-connectivity issues.
Technologies
- Microsoft 365
- Windows 11
- Microsoft Azure
- SharePoint Online
- Power BI
- Power Automate
- Microsoft Intune
- CrowdStrike
Position Overview
This role delivers responsive, customer-centric support to Harbor Bank of MD employees. Responsibilities include serving as the primary contact for helpdesk requests, supporting user accounts, workstations, Microsoft 365, basic network connectivity, and VPN access, and maintaining accurate support and asset records. Success requires strong customer service, sound judgment, effective time management, and the ability to work both independently and collaboratively. Some travel may be required.
Skills and Abilities
- Strong customer-service and interpersonal skills with the ability to support users patiently and professionally.
- Working knowledge of Microsoft 365, Windows 11, computer hardware, endpoint support, and remote-support tools.
- Basic knowledge of TCP/IP networking, LAN connectivity, VPNs, servers, storage, and identity management.
- Ability to troubleshoot methodically, document findings, and communicate technical information clearly.
- Ability to prioritize competing requests, manage time effectively, and escalate issues appropriately.
- Ability to work independently and collaboratively while maintaining confidentiality and attention to detail.
- Ability to develop and follow technical procedures that improve operational efficiency and service consistency.
Preferred Qualifications
- Bachelor’s degree in information technology, computer science, cybersecurity, or a related discipline.
- Experience supporting technology in banking, financial services, or another regulated environment.
- Experience with Microsoft Intune, Microsoft Azure, CrowdStrike, SharePoint Online, Power BI, or Power Automate.
Location: Baltimore, MD (onsite)
Salary: USD 59,500 - 85,000 per year
Minimum Experience: 1 year
