IT Helpdesk Specialist (Tier 1) – Onsite & Remote Support

State of Maryland; Maryland; On-site; USD 55,000 - 75,000; Full time

Job summary

The Maryland Department of General Services (DGS) is seeking a Contract IT Helpdesk Resource to provide Tier 1 technical support for general IT and DGS applications within BEA/OIT. You will troubleshoot user issues, resolve incidents, fulfill service requests, manage account access, MFA, and basic onboarding/offboarding under guidance from the Technology Manager.

You will document issues, track tickets in the ITSM system, escalate when needed, and assist with basic system administration while

Qualifications

• One year of experience maintaining and modifying operating systems for multipurpose computers.
• Substitution options include college credits in IT or a related field for the required experience.
• Bachelor’s degree substitution allowed for the experience requirements.
• U.S. Armed Forces IT experience may substitute for the experience requirement.

Responsibilities

• Serve as the initial point of contact for IT questions, incidents, and service requests.
• Diagnose and resolve common hardware, software, connectivity, and application issues.
• Assist with password resets, MFA, and onboarding/offboarding requests.
• Log, categorize, prioritize, and close incidents and service requests in the ITSM system.
• Escalate Tier 1 issues to Tier 2 or other teams as needed.

Skills

Troubleshooting

Helpdesk Support

Customer Service

Account Management

Education

Bachelor’s degree in Computer Information Technology or related field

High school diploma with substitutions allowed

Job description

The Maryland Department of General Services (DGS) is seeking a Contract IT Helpdesk Resource to provide Tier 1 technical support for general IT and DGS applications within BEA/OIT. You will troubleshoot user issues, resolve incidents, fulfill service requests, manage account access, MFA, and basic onboarding/offboarding under guidance from the Technology Manager.

You will document issues, track tickets in the ITSM system, escalate when needed, and assist with basic system administration while