Help Desk Specialist - Windows/Mac Support & Automation

Roman Catholic Archdiocese of Washington; Hyattsville (MD); On-site; USD 52,000 - 68,000; Full time

Job summary

The Roman Catholic Archdiocese of Washington is seeking a Help Desk Specialist to be the first line of IT support for about 200 users across multiple sites. You will handle Tier 1 and 2 issues, manage devices, document processes, and contribute to automation and documentation efforts.

You should have 3–5 years of IT help desk experience, strong Windows/macOS knowledge, and experience with Jira/ServiceNow/Freshservice.

Qualifications

• 3 to 5 years of experience in a Help Desk or IT Support role.
• Strong knowledge of Windows and macOS operating systems.
• Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.
• Excellent communication, problem-solving, and organizational skills.
• Customer-first mindset with a desire to help and educate users.
• Experience using remote support tools for diagnosing and resolving technical issues.

Responsibilities

• Provide Tier 1 and Tier 2 support to employees via phone, email, chat, and in-person channels.
• Troubleshoot and resolve hardware, software, printers, VOIP handsets, mobile devices, and network issues.
• Use help desk ticketing systems to track, prioritize, and document requests.
• Configure and deploy devices, including imaging and application installation.
• Create and maintain technical documentation and user guides.
• Develop automation scripts for recurring tasks on Windows and macOS.
• Support Microsoft 365 tools and Active Directory/Entra in daily operations.
• Collaborate with vendors to resolve complex issues.
• Participate in onboarding and offboarding of employees.
• Identify opportunities to improve workflows and user experience.

Skills

Customer service

Communication

Problem solving

Time management

Education

Associate degree or equivalent certifications

CompTIA A+ certification

Tools

Jira

ServiceNow

Freshservice

Microsoft 365

Active Directory/Entra

Windows

macOS

Job description

The Roman Catholic Archdiocese of Washington is seeking a Help Desk Specialist to be the first line of IT support for about 200 users across multiple sites. You will handle Tier 1 and 2 issues, manage devices, document processes, and contribute to automation and documentation efforts.

You should have 3–5 years of IT help desk experience, strong Windows/macOS knowledge, and experience with Jira/ServiceNow/Freshservice.