IT Help Desk Technician — Tier I/II Support

MELE Associates, Inc.; Rockville (MD); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401(k) with match

Paid vacation

Holidays

Job summary

MELE Associates, Inc. in Rockville, MD is seeking a motivated Help Desk Technician to provide Tier I/II technical support for on-site and remote personnel. You will act as the first point of contact via phone, email, and chat, resolving issues within SLAs and delivering strong customer service.

The role covers incident management, ticket lifecycle, VIP support, and documentation, with opportunities to contribute to IT modernization projects and after-hours on-call rotation.

Qualifications

• Education: High School Diploma or GED.
• Experience: 1+ years of IT help desk, desktop support, or customer-facing technical support experience.
• Software & OS: Windows desktop OS, Office 365 applications, Adobe products, MFA solutions, antivirus tools, and virtual desktop environments.
• Hardware & Mobility: PC hardware, monitors, network printers/scanners, and mobile devices (iOS/Android).
• Physical Requirement: Lift and carry equipment up to 50 lbs.
• Core Competencies: Strong analytical troubleshooting, clear written and verbal communication, and ability to manage priorities in a fast-paced environment.

Responsibilities

• Incident Management & Technical Support: Troubleshoot and resolve Tier I/II incidents across desktops, laptops, mobile devices, network printers, VoIP systems, and peripherals.
• Ticketing & SLA Adherence: Manage the full lifecycle of support tickets with documentation, escalation, and verification of resolution.
• VIP & Executive Support: Provide priority technical assistance for executive personnel and coordinate with leadership for specialized resources.
• Documentation & Knowledge Sharing: Create SOPs, knowledge base articles, and as-built diagrams to streamline troubleshooting.
• Project Support & Collaboration: Participate in team meetings, IT modernization projects, and rotating after-hours on-call support.

Skills

Windows OS

Office 365

Adobe products

MFA solutions

Antivirus tools

Virtual desktop

Communication skills

Prioritization

Education

High School Diploma or GED

Tools

Active Directory

Ticketing platforms

Job description

MELE Associates, Inc. in Rockville, MD is seeking a motivated Help Desk Technician to provide Tier I/II technical support for on-site and remote personnel. You will act as the first point of contact via phone, email, and chat, resolving issues within SLAs and delivering strong customer service.

The role covers incident management, ticket lifecycle, VIP support, and documentation, with opportunities to contribute to IT modernization projects and after-hours on-call rotation.