IT Specialist Helpdesk II
On-siteHyattsville, Maryland, United States
Hyattsville, Maryland, United StatesOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Provide initial and escalated technical support via phone, chat, email, or in person for hardware, software, and system queries. Resolve L2 incidents involving Windows, macOS, mobile devices, VPN, and MFA while performing root cause analysis on recurring issues. Manage Microsoft 365, Entra ID, and Intune services, including user provisioning, device lifecycle management, and policy enforcement. Implement endpoint security controls, maintain asset tracking, and document configurations and troubleshooting steps. Write PowerShell or Python scripts to automate workflows and recommend process improvements.
Required Qualifications
- Bachelor's degree in IT, Computer Science, Information Science, or related field
- 1-3+ years of technical support or system administration experience
- Proficiency with M365, Entra ID, Intune, Windows, and macOS support
- Strong troubleshooting, communication, and documentation skills
- Problem-solving & analytical skills
- Technical depth across identity, devices, and other related systems
- Ability to work independently and as a team
- Customer-centric communication
- Strong time and task management
- Understanding of security and compliance requirements
Desired Qualifications
- Bachelor's degree in IT, Computer Science, Information Science, or related field (preferred)
- CompTIA A+, Network+, Security+, or equivalent certifications (preferred)
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