IT Help Desk SPECIALIST

Melwood; Upper Marlboro (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

Melwood in Upper Marlboro, MD is seeking an IT Technician to support and maintain computer systems, desktops, and peripherals, install, diagnose, repair, and upgrade hardware, and ensure workstation performance.

The role includes troubleshooting end-user issues, handling tickets, and providing training and support to staff. You will use Remedy/ServiceNow for ticketing, and collaborate across locations to keep systems secure and reliable.

Qualifications

• College diploma or university degree in computer science or related field.
• Experience using Remedy or ServiceNow ticketing systems.
• Excellent technical knowledge of PC and printer hardware.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with desktop software.
• Ability to conduct research into PC issues and products.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.

Responsibilities

• Work with end users to identify and deliver required PC service levels.
• Respond to Tickets within the agreed upon SLA.
• Help support multiple locations, using remote management software.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, Help Desk Tickets, and/or e-mails regarding PC and/or hardware problems.
• Support development and implementation of new computer projects and new hardware installations.
• If necessary, liaise with third-party support and PC equipment vendors.

Skills

Ticketing systems

Hardware troubleshooting

End-user support

Remote management

OKTA IAM

Education

College diploma in Computer Science

Tools

Remedy

ServiceNow

NinjaOne

Okta IAM

Job description

Description

The Technician's role is to support and maintain computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

Responsibilities

• Work with end users to identify and deliver required PC service levels.
• Respond to Tickets within the agreed upon SLA.
• Help support multiple locations, using remote management software.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, Help Desk Tickets, and/or e-mails regarding PC and/or hardware problems.
• Support development and implementation of new computer projects and new hardware installations.
• If necessary, liaise with third-party support and PC equipment vendors.

Position Requirements

• College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
• Experience using Remedy or Service Now ticketing systems.
• Excellent technical knowledge of PC and Printer hardware.
• Hands‑on hardware troubleshooting experience.
• Extensive equipment support experience with Desktop software.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship‑building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user‑friendly language.
• Understanding of the organization's goals and objectives.
• Self‑motivated.
• Keen attention to detail.
• Analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Experience working in a team‑oriented, collaborative environment.
• Strong customer‑service orientation.

Work Conditions

• On‑call and some after hours work required.
• Sitting for extended periods of time.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Highly Desired:

• Demonstrated experience with Okta or similar Identity and Access Management (IAM)
• solutions and NinjaOne or comparable Remote Monitoring and Management (RMM) platforms.
• Experience supporting user provisioning, authentication management, endpoint administration, automated patching, device monitoring, and remote support is strongly preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.