IT Help Desk Specialist - Fast, Remote PC Support

Melwood Horticultural Training Center Inc.; Upper Marlboro (MD); On-site; USD 37,000 - 40,000; Full time

Job summary

Melwood Horticultural Training Center Inc. is seeking a Technician to support and maintain computer systems, desktops, and peripherals, including installation, diagnosis, repair, and maintenance to ensure optimal workstation performance.

You will troubleshoot end-user issues, provide training, and support multiple locations using remote management tools; strong hardware knowledge and ticketing experience are essential.

Qualifications

• College diploma or university degree in 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 and relationship-building skills.
• Strong written and oral communication skills.

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

Remedy

ServiceNow

PC hardware

Printer hardware

Desktop software

Troubleshooting

End-user support

Communication

Teamwork

Prioritization

Education

CS degree or 2 yrs exp

Tools

NinjaOne

RMM platforms

Job description

Melwood Horticultural Training Center Inc. is seeking a Technician to support and maintain computer systems, desktops, and peripherals, including installation, diagnosis, repair, and maintenance to ensure optimal workstation performance.

You will troubleshoot end-user issues, provide training, and support multiple locations using remote management tools; strong hardware knowledge and ticketing experience are essential.