Help Desk Specialist

Intellect Solutions LLC; Rockville, Northern (MD, KY); Hybrid; USD 42,000 - 58,000; Full time

Job summary

Intellect Solutions LLC in Rockville, MD is seeking an entry to mid-level IT Support specialist. You will handle customer service and desktop support across Windows and MacOS, support mobile devices, and assist with incident resolution and ticket documentation.

The role covers setup, maintenance, and upgrade of equipment, collaboration with the team, and proactive user guidance to improve technical usage. Experience with Active Directory and Microsoft 365 is a plus.

Qualifications

• 1+ years of customer service experience.
• 1 to 3 years exp. with Windows 10.
• 0 to 1 years exp. with Macintosh operating systems.
• 0 to 1 years exp. with Network and re-imaging workstations.

Responsibilities

• Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base.
• Desktop Support - Provide technical support on software, hardware, and operating systems (Windows and MacOS).
• Mobile Device Support – Support managed mobile devices on iOS and Android.
• Provide technical support to end-users by troubleshooting software and hardware issues, providing guidance on proper usage, and identifying areas of improvement.
• Install, maintain, and upgrade equipment, hardware, and software.
• Collaborate with other members of the technical support teams.
• Communicate effectively with users to gather information and identify and resolve problems.
• Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.
• Workstation: Schedule, setup and breakdown.

Skills

Customer service

Windows 10

Mac OS

Network & re-imaging

Education

High School Diploma or higher

Tools

Active Directory

Microsoft 365

Microsoft Teams

Job description

Responsibilities:

• Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote and cover a wide range of technical proficiency. As the customer-facing arm of NIAID IT support we are expected to perform our duties with a high level of competency and courtesy.


• Desktop Support - Provide technical support on software, hardware, and operating systems (Windows and MacOS), including installations, configurations, maintenance, troubleshooting, imaging new systems and processing outgoing surplus/donation systems, preparing GFE laptops and phones for international travel. Also includes printer support, setup/troubleshooting VoIP phones and setup/configuration.


• Mobile Device Support – Support managed mobile devices on iOS and Android


• Provide technical support to end-users by troubleshooting software and hardware issues, providing guidance on proper usage, and identifying areas of improvement.


• Install, maintain, and upgrade equipment, hardware, and software.


• Collaborate with other members of the technical support teams.


• Communicate effectively with users to gather information and identify and resolve problems.


• Respond to incident and request tickets in a timely fashion and document all activity related to a ticket.


• Workstation: Schedule, setup and breakdown.

Required Skills:

• 1+ years of customer service experience


• 1 to 3 years exp. with Windows 10


• 0 to 1 years exp. with Macintosh operating systems


• 0 to 1 years exp. with Network and re-imaging workstations

Preferred Skills:

• PC/Windows Support


• Macintosh


• iOS and Android


• Active Directory


• Microsoft Office 365


• Microsoft Teams

Education:

• High School Diploma or higher