Hybrid Service Desk Lead — IT Support & Projects

CareMetx, LLC; Bethesda (MD); Hybrid; USD 55,000 - 75,000; Full time

Job summary

CareMetx is seeking a Service Desk Admin II to provide end-user IT support in a hybrid work environment. The role involves handling inquiries via phone and email, performing remote troubleshooting, onboarding new hires, and collaborating with IT teams to resolve hardware and software issues.

The ideal candidate has 4+ years of hands-on experience with PC desktops, Windows OS, and Office 365, with strong communication skills and the ability to manage IT projects and improve service delivery.

Qualifications

• Associate degree in computer science/MIS or a similar technical field preferred.
• 4+ years’ experience providing end-user support for PC desktop and application software; installing, upgrading, troubleshooting and repairing PCs.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance by phone or email.
• Provide remote troubleshooting and local IT support for remote sites.
• Lead IT projects and drive process improvements.
• Respond to helpdesk tickets and manage ticket lifecycle.

Skills

Project Management

Customer service

Communication

Problem solving

Remote support

Onboarding IT

Work under pressure

Education

Associate degree in computer science/MIS or similar technical field

Tools

Microsoft Windows OS

Office 365

Google Workspace

LAN/WAN troubleshooting

Job description

CareMetx is seeking a Service Desk Admin II to provide end-user IT support in a hybrid work environment. The role involves handling inquiries via phone and email, performing remote troubleshooting, onboarding new hires, and collaborating with IT teams to resolve hardware and software issues.

The ideal candidate has 4+ years of hands-on experience with PC desktops, Windows OS, and Office 365, with strong communication skills and the ability to manage IT projects and improve service delivery.