IT Specialist (Help Desk / User Support)

OndoTec Inc.; Hyattsville, Northern (MD, KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

OndoTec Inc. seeks an IT Specialist in Maryland to deliver remote and on-site support, assisting users with hardware and software issues, and ensuring smooth operation of IT systems and applications.

You will handle tier 1–3 end-user support, manage Active Directory and Microsoft 365 accounts, assist with deployments, imaging, asset management, and printer configurations, with after-hours on-call as needed.

Qualifications

• Provide Tier 1–3 end-user support for desktops, laptops, mobile devices, and peripherals.
• Assist with deployment and imaging of desktop and laptop systems.
• Manage user accounts in Active Directory and Microsoft 365.
• Support users with applications including Microsoft 365, enterprise software, and GIS tools.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Escalate complex issues to higher-tier engineers or vendors when necessary.
• Document service requests, resolutions, and technical procedures.
• Maintain asset tracking and inventory management of IT equipment.
• Configure and support printers and peripheral devices.
• Perform patching, antivirus updates, and preventative maintenance.
• Participate in system migrations, device refreshes, and technology moves.
• Provide after-hours or on-call support as needed.

Responsibilities

• Serve as the first point of contact for all IT support requests (phone, email, ticket system).
• Provide Tier 1–3 end-user support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Manage user accounts (creation, modification, deletion) in Active Directory and Microsoft 365.
• Support users with applications including Microsoft 365, enterprise software, and GIS tools.
• Assist with deployment and imaging of desktop and laptop systems.
• Maintain asset tracking and inventory management of IT equipment.
• Configure and support printers and peripheral devices.
• Perform patching, antivirus updates, and preventative maintenance.
• Escalate complex issues to higher-tier engineers or vendors when necessary.
• Document service requests, resolutions, and technical procedures.
• Participate in system migrations, device refreshes, and technology moves.
• Provide after-hours or on-call support as needed.

Job description

Salary commensurate with experience. Competitive benefits package.

About the Role

Under the direction of the IT Manager, the IT Specialist provides remote and on-site support, assists users with hardware and software issues, manages system accounts, and ensures smooth operation of IT systems and applications. The ideal candidate is proactive, service-oriented, and committed to maintaining high standards of system performance and customer satisfaction.

Serve as the first point of contact for all IT support requests (phone, email, ticket system).

Provide Tier 1–3 end-user support for desktops, laptops, mobile devices, and peripherals.

Troubleshoot and resolve hardware, software, and connectivity issues.

Manage user accounts (creation, modification, deletion) in Active Directory and Microsoft 365 .

Support users with applications including Microsoft 365, enterprise software, and GIS tools .

Assist with deployment and imaging of desktop and laptop systems.

Maintain asset tracking and inventory management of IT equipment.

Configure and support printers and peripheral devices.

Perform patching, antivirus updates, and preventative maintenance .

Escalate complex issues to higher-tier engineers or vendors when necessary.

Document service requests, resolutions, and technical procedures.

Participate in system migrations, device refreshes, and technology moves .

Provide after-hours or on-call support as needed.

Duties and Responsibilities

This is a hybrid remote position, requiring both virtual support and occasional on-site visits to client facilities. Some evening or weekend work may be required for maintenance or emergency response.