IT Support Specialist
$55,000–$59,000 year
On-siteOakland, Maryland, United States
Job Summary
Act as the primary liaison with the managed services provider to resolve user issues across retail, manufacturing, warehouse, restaurant, and business operations. Provide first-level support for hardware, software, and network problems while overseeing daily helpdesk operations and managing service tickets. Travel to various company locations for on-site support, configuring devices and assessing user needs directly. Document all interactions, prepare regular reports on support trends, and deliver training and guidance to end-users on core technologies. Maintain accurate records of resolutions and collaborate with the team to identify process improvements and recommend new tools.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience
- Minimum of 3 years of experience in helpdesk support or a similar IT support role
- Demonstrated ability to manage and resolve helpdesk tickets effectively
- Strong experience in coordinating with MSPs and understanding of external and internal IT operations
- Proficiency in IT systems including Windows, MacOS, Google Suite, and various helpdesk management tools such as Cloud Radial
- Excellent written and verbal communication skills
- Strong problem-solving abilities and attention to detail
- Exceptional customer service skills
- Must regularly lift and/or move up to 20 pounds
- Must occasionally lift and/or move up to 50 pounds
Desired Qualifications
- Strong interpersonal and communication skills, capable of explaining complex IT concepts in simple terms
- A proactive approach to problem-solving and a strong customer service orientation
- Ability to work independently and collaboratively in a dynamic environment
- Ability to effectively manage multiple tasks in a changing environment
- Detail-oriented with a focus on providing consistent and high-quality IT support
- Dedication to continuous learning and improvement in IT and customer service areas
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