Desktop Support Technician

Ovation Workplace Services; Hagerstown (MD); On-site; USD 29,000 - 32,000; Full time

Job summary

Ovation Workplace Services in Hagerstown, MD seeks a Desktop Support Technician to deliver first- and second-level IT support across local and remote environments. Responsibilities include hardware/software troubleshooting, incident documentation, and escalation to meet SLAs.

The role supports Windows 10/11 and Office 365, with foundational macOS support and enterprise apps like Cisco Jabber. Some after-hours work may be required.

Qualifications

• Bachelor’s or Master’s degree in IT or related field, or equivalent experience.
• Minimum 18 months hands-on desktop/IT support experience.
• Experience supporting Windows 10/11 environments.

Responsibilities

• Provide first- and second-level IT support for hardware, software, and apps.
• Document incidents and service requests in the IT ticketing system.
• Install and troubleshoot Windows 10/11 and Office 365.
• Provide macOS support for Apple devices.
• Support enterprise apps like Cisco Jabber.
• Install, configure, and troubleshoot printers and peripherals.
• Coordinate with vendors for AV issues as needed.
• Update end users on incident status and resolutions.
• Support mobile device management for iOS and Android.
• Work outside standard hours for project support or emergencies.

Skills

Windows OS

Active Directory

Group Policy

Office 365

MDM

Troubleshooting

Communication

Education

Bachelor’s or Master’s degree in IT/CS or equivalent experience

Tools

Cisco Jabber

ITSM ticketing system

Printer/Laptop hardware

Enterprise antivirus

Job description

• Location 540 Western Maryland Parkway,Hagerstown, MD, 21740,United States
• Base Pay $21.00 - $23.00 / Hour
• Employee Type Full-Time Non-Exempt
• Required Degree High school

• Phone [phone]

Description

POSITION DESCRIPTION

Desktop Support Technician
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time

POSITION SUMMARY

The Desktop Support Technician delivers first- and second-level technical support across local
and remote environments. Responsibilities include hardware and software troubleshooting,
incident documentation in the IT ticketing system, and resolution of issues involving operating
systems, enterprise applications, and peripheral equipment. This role requires proactive
communication with end users and timely escalation to maintain SLAs and operational
consistency across all shifts.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be
assigned as business needs require.

• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.

MINIMUM QUALIFICATIONS

Education

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience.

Experience

• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA. Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.

Additional Information

• PackageDetails 74058|Basic Checks
• Location Hagerstown, MD, USA