Onsite End User Support Pro

DMI; Crownsville (MD); On-site; USD 29,000 - 35,000; Full time

Job summary

DMI is seeking an End User Support Specialist to assist state agencies with end-user technology needs, including hardware and software support for Windows operating systems, productivity apps, and conferencing tools. The role emphasizes strong customer service, ticketing via ServiceNow, and adherence to DoIT SLAs.

The position is onsite in Crownsville, MD with 9am-5:30pm shifts, requiring 3+ years of help desk experience and relevant certifications such as A+, Network+, or Security+.

Qualifications

• 3+ years of Help Desk/Desktop support experience required.
• Must have strong communication and customer service skills.
• Ideal candidates may hold A+, Network+, Security+ certifications.

Responsibilities

• 30% IT Hardware & Software Support – Install and maintain hardware, software, and related equipment; assist with teleworkers equipment transfers.
• 20% Customer Service – Meet SLAs, document work in ServiceNow, provide courteous service.
• 20% Queue & Workload Management – Create and manage tickets in ServiceNow, track progress.
• 15% IT Collaboration – Coordinate with DoIT teams and share knowledge.
• 5% Technical Projects – Document project work and milestones.
• 5% IT Asset & Inventory Support – Inventory and asset reconciliation.
• 5% Other Duties as Assigned – As required.

Skills

Customer service

Strong communication

Problem solving

Education

Associate degree (not required)

Tools

ServiceNow

Job description

DMI is seeking an End User Support Specialist to assist state agencies with end-user technology needs, including hardware and software support for Windows operating systems, productivity apps, and conferencing tools. The role emphasizes strong customer service, ticketing via ServiceNow, and adherence to DoIT SLAs.

The position is onsite in Crownsville, MD with 9am-5:30pm shifts, requiring 3+ years of help desk experience and relevant certifications such as A+, Network+, or Security+.