IT Field Support Specialist — Enterprise & Network

Keystone Human Services; Kensington, Rocky Hill (MD, CT); On-site; USD 42,000 - 52,000; Full time

Job summary

Keystone Human Services in Kensington, MD, is seeking a full-time Technical Field Support Analyst to join our Information Technology team. You will provide responsive hardware, software, and network support to employees, manage service requests from start to finish, and document work in our ticketing system.

The role emphasizes customer-focused, professional support, on-call rotation, and collaboration with cross-functional partners to resolve issues quickly and maintain enterprise systems.

Qualifications

• High school diploma or equivalent and three years of experience in a help desk environment.
• Bachelor's degree in a related field and at least one year of experience in a help desk environment.
• One year of supervisory experience is preferred.

Responsibilities

• Promote Keystone's mission, values, and culture through all aspects of the role
• Respond to incoming calls, emails, and walk-in requests and provide friendly, consistent, and timely technical support
• Troubleshoot and resolve issues involving computers, printers, networking hardware and software, office software, enterprise applications, and peripheral devices
• Track assigned service calls from start to finish and escalated issues when additional support or management attention is needed
• Document service activities accurately and promptly in the ticket tracking system and communicate status updates to end users
• Create and delete Active Directory accounts, process name changes, and complete assigned account-management requests
• Coordinate new hardware requests, receive deliveries, troubleshoot and repair equipment, and assist with hardware image creation
• Maintain positive working relationships with employees, agency personnel, vendors, and cross-functional partners
• Participate in the on-call support rotation as required
• Follow applicable technology, confidentiality, safety, regulatory, and organizational policies and procedures
• Maintain appropriate and professional boundaries
• Perform other duties as assigned

Skills

Communication skills

Customer service

Troubleshooting

Education

High school diploma or equivalent + 3 years help desk experience

Bachelor's degree in related field + 1 year help desk experience

One year supervisory experience

Tools

Active Directory

Ticketing system

Job description

Keystone Human Services in Kensington, MD, is seeking a full-time Technical Field Support Analyst to join our Information Technology team. You will provide responsive hardware, software, and network support to employees, manage service requests from start to finish, and document work in our ticketing system.

The role emphasizes customer-focused, professional support, on-call rotation, and collaboration with cross-functional partners to resolve issues quickly and maintain enterprise systems.