Remote & On-Site IT Support Specialist

Melwood; Upper Marlboro (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

Melwood in Upper Marlboro, MD is seeking an IT Technician to support and maintain computer systems, desktops, and peripherals, install, diagnose, repair, and upgrade hardware, and ensure workstation performance.

The role includes troubleshooting end-user issues, handling tickets, and providing training and support to staff. You will use Remedy/ServiceNow for ticketing, and collaborate across locations to keep systems secure and reliable.

Qualifications

• College diploma or university degree in computer science or related field.
• Experience using Remedy or ServiceNow ticketing systems.
• Excellent technical knowledge of PC and printer hardware.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with desktop software.
• Ability to conduct research into PC issues and products.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.

Responsibilities

• Work with end users to identify and deliver required PC service levels.
• Respond to Tickets within the agreed upon SLA.
• Help support multiple locations, using remote management software.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, Help Desk Tickets, and/or e-mails regarding PC and/or hardware problems.
• Support development and implementation of new computer projects and new hardware installations.
• If necessary, liaise with third-party support and PC equipment vendors.

Skills

Ticketing systems

Hardware troubleshooting

End-user support

Remote management

OKTA IAM

Education

College diploma in Computer Science

Tools

Remedy

ServiceNow

NinjaOne

Okta IAM

Job description

Melwood in Upper Marlboro, MD is seeking an IT Technician to support and maintain computer systems, desktops, and peripherals, install, diagnose, repair, and upgrade hardware, and ensure workstation performance.

The role includes troubleshooting end-user issues, handling tickets, and providing training and support to staff. You will use Remedy/ServiceNow for ticketing, and collaborate across locations to keep systems secure and reliable.