IT Help Desk SPECIALIST
On-siteUpper Marlboro, Maryland, United States
Job Summary
Support and maintain computer systems, desktops, and peripherals by installing, diagnosing, repairing, and upgrading hardware while ensuring optimal workstation performance. Troubleshoot problem areas in a timely fashion, respond to tickets within agreed SLAs, and perform on-site analysis for complex PC issues. Provide end-user training and assistance, utilizing remote management software to help support multiple locations. Liaise with third-party vendors where necessary and assist with new computer projects and hardware installations. This role requires on-call and after-hours availability, extended sitting, and occasional lifting of heavy equipment. Experience with Remedy or Service Now ticketing systems is essential, while knowledge of Okta or NinjaOne is highly desired.
Required Qualifications
- College diploma or university degree in the field of computer science and/or 2 years equivalent work experience
- Experience using Remedy or Service Now 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 as required
- Effective interpersonal skills and relationship-building skills
- Strong written and oral communication skills
- Ability to present ideas in user-friendly language
- Understanding of the organization's goals and objectives
- Self-motivated
- Keen attention to detail
- Analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
- Strong customer-service orientation
- On-call and some after hours work required
- Sitting for extended periods of time
- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
Desired Qualifications
- Demonstrated experience with Okta or similar Identity and Access Management (IAM) solutions and NinjaOne or comparable Remote Monitoring and Management (RMM) platforms
- Experience supporting user provisioning, authentication management, endpoint administration, automated patching, device monitoring, and remote support
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.