IT Help Desk & System Admin I — Frontline Tech Support

Castello Systems, Inc.; Maryland; On-site; USD 55,000 - 75,000; Full time

Job summary

Castello Systems, Inc. in Maryland seeks a Tier 2 IT Support professional to respond to inquiries, diagnose and resolve hardware, software, and network issues, and escalate complex cases when needed.

You will log tickets, update records, and contribute to knowledge base while mentoring newer staff. The role runs Friday through Monday, 6am–4pm, and requires clear communication with non-technical users.

Qualifications

• Experience in IT help desk or help desk support.
• Familiar with basic networking concepts and hardware troubleshooting.
• Ability to mentor junior staff when needed.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Log and track support requests using help desk ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Provide step-by-step guidance to users for troubleshooting common problems.
• Escalate complex issues to second-level support or specialized teams via ticketing system.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Support basic printer, scanner, and peripheral troubleshooting.
• Help maintain inventory of IT assets.

Skills

Customer support

Troubleshooting

Ticketing systems

Networking basics

Education

Associate degree in IT or related field

Tools

Help desk software

Job description

Castello Systems, Inc. in Maryland seeks a Tier 2 IT Support professional to respond to inquiries, diagnose and resolve hardware, software, and network issues, and escalate complex cases when needed.

You will log tickets, update records, and contribute to knowledge base while mentoring newer staff. The role runs Friday through Monday, 6am–4pm, and requires clear communication with non-technical users.