IT Service Desk Specialist II — Frontline Tech & Hardware Support

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

Job summary

Systems Plus, Inc. is seeking an IT Service Desk specialist in Maryland to serve as the primary contact for customer inquiries, delivering real-time responses via phone, in-person, and live chat.

You will monitor and triage tickets, provide hardware and software support onsite and remotely, support system imaging and lifecycle processes, and assist with desk-side and remote user assistance while maintaining cybersecurity compliance.

Qualifications

• Bachelor’s degree or equivalency required.
• IAT I and CE certifications required.
• No clearance needed; favorable suitability adjudication.

Responsibilities

• Serve as the primary point of contact for customer engagement via multiple channels.
• Monitor and triage tickets assigned to the site.
• Provide hardware and software support onsite and remotely.
• Direct calls that do not belong to the site to Tier 1.
• Maintain IT service desk queue and follow knowledge-base processes.
• Deploy end-user system images and manage lifecycle for hardware.
• Support system administrator functions.
• Other duties as assigned.

Skills

Customer engagement

Ticket triage

Technical support

Desk-side support

Remote assistance

Education

Bachelor’s degree or equivalent

Job description

Systems Plus, Inc. is seeking an IT Service Desk specialist in Maryland to serve as the primary contact for customer inquiries, delivering real-time responses via phone, in-person, and live chat.

You will monitor and triage tickets, provide hardware and software support onsite and remotely, support system imaging and lifecycle processes, and assist with desk-side and remote user assistance while maintaining cybersecurity compliance.