Help Desk Technician — Desktop & VIP Support

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. 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.