Help Desk Support Technician

Mele Associates, Inc; Rockville (MD); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental and Vision insurance

401(k) with Employer Match

Holidays and vacation

Cross-training opportunities

Job summary

MELE Associates, Inc. seeks a motivated Help Desk Technician to deliver Tier I/II support for on-site and remote personnel in Rockville, MD. You will act as the main contact via phone, email, and messaging, ensuring timely issue resolution within SLAs and high service quality.

The role covers incident management, ticket lifecycle, VIP support, and contributing to IT modernization projects. Strong communication and a customer-focused mindset are essential.

Qualifications

• High School Diploma or GED required.
• 1+ year of IT help desk or desktop support experience.
• Windows OS, Office 365, Adobe products, MFA, antivirus, and virtual desktops experience.

Responsibilities

• Triage and resolve Tier I/II incidents for desktops, laptops, mobiles, printers, and peripherals.
• Manage full ticket lifecycle with documentation and SLA adherence.
• Provide VIP support and coordinate with leadership for escalation when needed.
• Create and maintain SOPs, knowledge base articles, and diagrams.
• Collaborate in IT modernization projects and after-hours on-call rotations.

Skills

Windows OS

Office 365

Adobe products

MFA

Antivirus tools

Virtual desktop environments

Clear communication

Education

High School Diploma or GED

Tools

Active Directory

Enterprise ticketing platforms

Job description

MELE Associates, Inc

Job Category: Information Technology

Requisition Number: HELPD002273

Full-Time

Rockville, MD 20850, USA

Job Details

MELE Associates, Inc. is seeking a motivated, customer-focused Help Desk Technician to provide technical support and troubleshooting services to our on-site and remote personnel. Serving as the primary point of contact via phone, email, and instant messaging, you will deliver responsive Tier I/II support, resolve technical issues within established service level agreements (SLAs), and uphold our high customer service standard.

ESSENTIAL FUNCTIONS

• Incident Management & Technical Support: Serve as the first point of contact to troubleshoot and resolve Tier I and Tier II incidents across desktops, laptops, mobile devices, network printers, VoIP systems, and peripherals.
• Ticketing & SLA Adherence: Manage the full lifecycle of support tickets —logging, categorizing, updating with comprehensive technical documentation, escalating when appropriate, and verifying resolution with end users.
• VIP & Executive Support: Deliver priority technical assistance and transparent status communication for executive/VIP personnel, coordinating with team leadership when specialized resources are required.
• Documentation & Knowledge Sharing: Author and maintain Standard Operating Procedures (SOPs), knowledge base articles, and as-built diagrams to streamline team troubleshooting and eliminate redundant research.
• Project Support & Collaboration: Participate in weekly team meetings, rapid-turnaround IT modernization projects, and rotating after-hours on-call support as needed.

Qualifications

MINIMUM QUALIFICATIONS

• Education: High School Diploma or GED.
• Experience: 1+ years of IT help desk, desktop support, or customer-facing technical support experience.
• Software & OS Proficiency: Hands-on experience supporting Windows desktop OS, Office 365 applications, Adobe products, MFA solutions, antivirus tools, and virtual desktop environments.
• Hardware & Mobility: Experience configuring, deploying, and troubleshooting PC hardware, monitors, network printers/scanners, and mobile devices (iOS/Android).
• Physical Requirement: Ability to lift and carry equipment up to 50 lbs.
• Core Competencies: Strong analytical troubleshooting skills, clear written and verbal communication, and the ability to manage competing priorities in a fast-paced environment.

PREFERRED QUALIFICATIONS

• CompTIA A+ Certification (Core 1 & Core 2).
• Familiarity with Active Directory administration (user provisioning, password resets, security groups, NTFS permissions, and drive/printer mappings).
• Hands-on experience with enterprise ticketing platforms.

LOCATION: This position is full-time and on-site in Rockville, MD.

SALARY: Salaries are determined based on several factors including external market data, internal equity, and the candidate’s related knowledge, skills, and abilities for the position. The range for this position is $22.00-$26.00 per hour.

BENEFITS

• Employer-paid employee Medical, Dental and Vision Care.
• Low-Cost Family Health Care offered.
• Federal Holidays and three (3) weeks’ vacation
• 401(k) with Employer Match
• Cross-training opportunities

About MELE

With over 300 employees and offices in Rockville, MD, Washington, DC, and Albuquerque, NM, MELE is a veteran-owned government contractor empowering its customers with innovative solutions for more than three decades. MELE has team members located across the U.S. and has served more than a hundred countries across hundreds of project locations. The company offers technical, engineering, and programmatic support expertise to a host of U.S. federal and international agencies, including, but not limited to, the Department of Energy, the Department of Defense, the Department of Homeland Security, the Department of Justice, INTERPOL, and the International Atomic Energy Agency. MELE’s services include national security, intelligence, IT/cybersecurity, facility management and engineering, CBRNE defense and nuclear security, emergency response training/management, and mission and program support.

MELE Associates, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment. MELE Associates, Inc. is an E-Verify employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Equal employment opportunity, including veterans and individuals with disabilities.