IT Helpdesk Specialist I — Tier 1 Support (On-site/Remote)

Maryland AG; Baltimore (MD); Sur place; USD 65 000 - 75 000; Plein temps

Résumé du poste

The Maryland Department of General Services (DGS) seeks a Tier 1 IT support resource to provide front-line technical assistance for general IT issues and DGS applications. This role supports both internal State and local users and external vendors, following ITIL-aligned processes and change control practices.

You will troubleshoot user issues, assist with system maintenance, and document incidents while coordinating with the OIT helpdesk and other teams to ensure timely resolution.

Qualifications

• Experience maintaining and modifying operating systems for multipurpose computers.
• Familiarity with IT helpdesk practices and incident management.
• Strong customer service and technical communication.

Responsabilités

• Serve as the initial point of contact for IT questions and service requests.
• Diagnose and resolve common hardware, software, and account issues.
• Assist with password resets, MFA and onboarding/offboarding requests.
• Log and close incidents in the ITSM system and escalate when needed.
• Provide on-site and remote troubleshooting and basic admin tasks.

Connaissances

Operating systems

IT helpdesk

Customer service

Formation

Bachelor's degree in IT

Outils

ITSM system

Description du poste

The Maryland Department of General Services (DGS) seeks a Tier 1 IT support resource to provide front-line technical assistance for general IT issues and DGS applications. This role supports both internal State and local users and external vendors, following ITIL-aligned processes and change control practices.

You will troubleshoot user issues, assist with system maintenance, and document incidents while coordinating with the OIT helpdesk and other teams to ensure timely resolution.