What are the responsibilities and job description for the Help Desk Specialist position at Innosoft Corporation?
Job Details
HELP DESK SPECIALIST
Project | Help Desk, Application and System Support |
Client | State of Maryland |
Agency | Register of Wills (ROW) |
Location | Maryland statewide (24 ROW Offices) Annapolis Data Center (Annapolis, MD) |
Contract Duration | 5 Years (with 5 years renewal option) |
Interview Type | Virtual (Microsoft Teams) / Onsite as required |
Tentative Start Date | Nov 2025 |
Deadline | October 24, 2025 |
Project Overview
The Register of Wills (ROW) Department is charged with the protection of Maryland?s Generational Wealth and requires IT services to develop, maintain, and operate applications and a distributed network of PCs, peripheral equipment, and servers. ROW operates in twenty-four (24) local jurisdictions (twenty-three (23) counties and Baltimore City), hereinafter referred to as ?ROW Offices.? The ROW client/server application is served by central servers installed within the Comptroller of Maryland?s Annapolis Data Center. The network consists of approximately four (4) central servers, twenty-four (24) office support servers, twenty-six (26) routers, 350 workstations, 260 printers, and 200 scanners. The twenty-four (24) ROW LANs are linked by a Wide Area Network (WAN) to central servers housed at the Annapolis Data Center.
Duties/Responsibilities
- Review current ROW IT systems, such as network, software, and hardware features, for any errors or issues.
- Provides technical end-user support, including researching user complaints, researching issues, answering technical questions, and/or assisting with application revisions.
- Collaborate with the ROW Technical Committee to determine which system requirements are necessary to remain efficient.
- Assist in developing new ROW IT systems that address and fix any issues shown in the current systems. Devise ways to add functionality to existing computer systems.
- Create analysis reports that represent the cost-benefit of any proposed upgrades.
- Assist the ROW IT team in implementing any new system that has been developed and is ready for deployment.
- Test and troubleshoot any recently implemented plans to ensure efficient operations.
- Maintains various records and/or documentation.
- Develop Instruction Manuals.
- Train ROW employees on how to use the new systems through training programs and documents.
- Gather and analyze system requirements.
- Design and document systems.
- Facilitate communication between stakeholders.
- Ensure system quality and performance.
- Manage system implementation and integration.
Requirements
Education
Bachelor's degree in IT, Information Systems, or related field.
Required Experience
- 3?5 years providing end?user/Help Desk support in a Microsoft Windows/O365 environment.
- Hands-on experience troubleshooting PCs, printers/scanners, and standard office applications.
- Experience creating user guides/instruction manuals and delivering end?user training.
- Familiarity with ticketing systems, escalation procedures, and SLA-driven support.
- Ability to elicit, document, and communicate system requirements and translate them into actionable tasks.
- Strong communication and customer service skills; ability to collaborate with technical and business stakeholders.
Benefits
Salary : $90,000
