Service Desk Administrator - Maryland

On-site Service Desk Administrator in Maryland providing frontline IT support and technical oversight. Responsibilities include classifying and triaging escalated incidents, troubleshooting complex end-user issues, managing impact and risk of complex change requests, following SOPs, updating knowledge articles, collaborating with the team, maintaining service-desk documentation, and staying current with technologies. Requires intermediate knowledge across system hardware, software, and operating systems; cloud platforms (Office 365, Google Apps); networking concepts (TCP/IP, DNS, DHCP); Active Directory and Group Policy; switches, firewalls, and infrastructure; cloud data-centers (Azure, AWS); and server applications (SQL Server, RDS). Strong communication, teamwork, attention to detail, and timely task completion are essential. Minimum education: high school diploma or GED; 6 years of ITSM experience preferred; 2+ certifications from vendors such as Apple, CompTIA, or Microsoft. Position is full-time with standard 40-hour work week; on-site with occasional on-call rotation.