Desktop Support Technician - Windows & Mac Helpdesk

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

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.