IT Desktop Support- Serville, Spain (Dispatch/On Demand)

Axiom Technologies; Rockville (MD); Hybrid; USD 45,000 - 65,000; Full time

Job summary

A global IT services partner is seeking a Desktop Support Engineer in Rockville, Maryland. This hybrid role involves providing technical support for desktops and laptops, managing service requests, and ensuring efficient coordination between IT and users. Ideal candidates should have 1-2 years of experience, a degree in IT or related fields, and strong technical skills in Windows and Mac OS environments. This position offers a chance to enhance your technical skills while working in a dynamic team environment.

Qualifications

• 1-2 years of hands-on experience in a desktop support or helpdesk environment.
• Experience with dispatching or coordinating IT support is a strong plus.
• Proficiency in supporting Windows and Mac OS environments.

Responsibilities

• Provide on-site and remote support for desktops, laptops, printers, and related hardware/software.
• Monitor incoming support tickets and assign them based on priority.
• Act as the central coordinator for all Desktop Support operations.

Skills

Technical support for Windows

Technical support for Mac OS

Communication skills

Networking basics (TCP/IP, DNS, DHCP, VPN)

Education

Associate or Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ITSM tools (ServiceNow, Jira, Remedy, Zendesk)

Job description

Overview

Axiom Technologies is a Global IT Services partner supporting medium to large‑scale enterprises.

Responsibilities

The Desktop Support Engineer in a dispatch role provides first and second‑level technical support and manages the efficient assignment and dispatch of service requests. This hybrid role ensures end‑user issues are resolved promptly—directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

Technical Support

• Provide on‑site and remote support for desktops, laptops, printers, mobile devices, and related hardware/software.
• Troubleshoot and resolve issues related to Windows, macOS, Office 365, networking, VPN, and other business‑critical applications.
• Assist with system setups, hardware deployment, and software installations.
• Perform password resets, account unlocks, and basic user account administration.
• Maintain documentation of technical procedures and known issues.

Dispatch & Coordination

• Monitor incoming support tickets and assign them based on priority, issue type, location, and technician availability.
• Act as the central coordinator for all Desktop Support operations—ensuring efficient resource allocation.
• Follow up on open tickets to ensure resolution and customer satisfaction.
• Escalate complex or high‑priority issues to senior engineers or other IT teams as needed.
• Track SLA compliance and keep stakeholders informed of ticket status and updates.
• Create shift handover reports and maintain accurate logs of ongoing issues.

Qualifications

Education & Experience

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1-2 years of hands‑on experience in a desktop support or helpdesk environment.
• Experience with dispatching or coordinating IT support is a strong plus.

Technical Skills

• Proficiency in supporting Windows and Mac OS environments.
• Familiarity with Microsoft Active Directory, Exchange, and Office 365.
• Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
• Understanding of networking basics (TCP/IP, DNS, DHCP, VPN).

Preferred Certifications

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (for process‑oriented environments)

How to Apply

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to [e-mail].