Senior Help Desk Specialist

The Canton Group

Senior Help Desk Specialist providing initial user support and troubleshooting for Maryland's MDVOTERS project. Collaborating with TCG and vendor partners to ensure smooth operations.

Posted 5/24/2026contractBaltimore • Maryland • 🇺🇸 United StatesSenior💰 $25 - $29 per hourWebsite

About the role

Key responsibilities & impact

Provide telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under the MDVOTERS Contract and its predecessors.
Serve as the initial point of contact for troubleshooting hardware and software issues across PCs and printers, resolving tier 0/I incidents at first contact whenever possible.
Escalate complex issues to the appropriate tier or specialist team with clear, complete handoff information, ensuring continuity of support for the end user.
Communicate clearly and empathetically with end users of varying technical backgrounds, ensuring a consistently positive support experience even under pressure.
Diagnose and resolve PC hardware issues, peripheral problems, and printer faults common in a state government office environment, including imaging, driver, and connectivity issues.
Troubleshoot standard Windows desktop applications, Microsoft 365 productivity tools, and the custom MDVOTERS application suite, distinguishing between user error, configuration issues, and product defects.
Support user account activities — directory lookups, password resets, and access requests — within established protocols, with attention to identity verification and access control discipline.
Maintain accurate, timely, and complete ticket documentation in the help desk system, including reproduction steps, root cause (where known), and resolution details.
Represent both The Canton Group and the vendor partner professionally with State of Maryland end users, election officials, and project stakeholders.

Requirements

What you’ll need

Bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or another related scientific or technical discipline; OR three (3) years of equivalent experience in a call center, customer service, and/or tier 0/I help desk support environment.
Minimum of five (5) years of experience in a business IT environment with emphasis on PC computer hardware and applications.
At least five (5) years of comprehensive, hands-on knowledge of PC operating systems and working in a help desk function.
Demonstrated ability to communicate effectively, both orally and in writing, with end users of varying technical backgrounds.
Consistently positive, professional customer service attitude, even under pressure during peak operational periods.
Strong analytical and troubleshooting skills, with the ability to diagnose and resolve issues efficiently across hardware, software, and applications.
Ability to work independently as a 1099 independent contractor while collaborating effectively with the TCG project team, vendor partner, and client stakeholders.

Benefits

Comp & perks

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Hard Skills & Tools

PC hardwareWindows desktop applicationsMicrosoft 365MDVOTERS application suitetroubleshootingdiagnosing issuesticket documentationidentity verificationaccess controloperating systems

Soft Skills

communicationcustomer serviceanalytical skillstroubleshooting skillsempathyprofessionalismindependencecollaborationpositive attitudepressure management

Certifications

Bachelor's degree in Computer ScienceBachelor's degree in Information SystemsBachelor's degree in EngineeringBachelor's degree in Businessrelated technical discipline