Help Desk Specialist

US Electrical Services•Landover, MD

About The Position

The IT Help Desk Specialist provides advanced technical support, independently manages assigned projects, and works directly with stakeholders, vendors, and IT teams. This hands-on role supports onsite and remote users and helps modernize endpoint deployment and management. Core technologies include Windows 11, Active Directory, Microsoft 365, Microsoft Intune, Windows Autopilot, and Axis IP cameras. The role requires 5+ years of relevant IT support experience. The specialist provides Level 2 and Level 3 support, resolves complex hardware, software, application, and connectivity issues, and helps guide Tier 1 and Tier 2 staff. Responsibilities also include managing Windows endpoints and Intune policies, maintaining support documentation, assisting with infrastructure and network projects, and supporting IP video surveillance systems. The position may require travel to other USESI locations, overnight stays, scheduled weekend project work, and participation in on-call coverage, including evenings and weekends.

Requirements

At least 5 years of relevant IT support experience.
Proficiency with supported Microsoft 365 applications, Windows endpoint operating systems, and desktop, laptop, and tablet hardware.
Familiarity with Windows Server environments relevant to assigned support duties.
Knowledge of Active Directory and Microsoft Entra ID and their roles in identity and device management, including integration with Microsoft Intune and Windows Autopilot.
Understanding of modern endpoint management throughout the device lifecycle, including enrollment, provisioning, configuration, compliance, updates, and retirement.
Working knowledge of IP video surveillance, PoE, and video management systems.
Strong customer service, communication, documentation, and problem-solving skills.
Ability to work independently and collaborate with people at all levels of the organization.
Ability to travel to other USESI locations as needed; travel may include overnight stays.
Ability to participate in assigned on-call coverage and respond to urgent issues outside normal business hours, including evenings and weekends.

Nice To Haves

Advanced knowledge of LAN and wireless technologies.
Familiarity with PowerShell scripting to automate deployment and support tasks.

Responsibilities

Provide Level 2 and Level 3 support for business applications, Microsoft 365 applications, computers, printers, peripherals, and network connectivity.
Diagnose hardware, software, and connectivity issues using monitoring tools, remote management applications, and technical resources.
Restore services and escalate urgent or complex incidents to appropriate teams.
Guide Tier 1 and Tier 2 staff through troubleshooting, investigate undocumented issues, and perform root cause analysis to reduce recurring problems.
Communicate professionally with users and follow up until incidents and requests are resolved; meet established service targets and SLAs.
Record incidents, service requests, troubleshooting steps, and resolutions in Jira Service Management, and maintain support documentation and knowledge articles.
Follow Service Desk processes for incident, request, change, release, and problem management.
Configure, deploy, and manage Windows endpoints using Microsoft Intune and Windows Autopilot, supporting the transition from traditional imaging to modern deployment methods.
Create, maintain, and troubleshoot Intune configuration profiles, compliance policies, application packages, and update policies in coordination with infrastructure and security teams.
Troubleshoot device enrollment, provisioning, policy synchronization, and application deployment issues for onsite and remote users.
Maintain device provisioning, deployment, and retirement procedures, and standardize device configurations and application assignments according to employee roles and business requirements.
Install, diagnose, repair, upgrade, and maintain supported computers and peripherals.
Perform approved software upgrades and deployments, obtaining required authorization for new software.
Assist infrastructure teams with approved server upgrades and maintenance, following change procedures and obtaining required hardware approvals.
Collaborate with IT teams and vendors to evaluate technologies, conduct proofs of concept, and implement reliable solutions.
Configure, maintain, and troubleshoot Axis IP cameras, including network connectivity, PoE, firmware updates, and video management system integration.
Resolve camera availability, image quality, recording, and remote viewing issues with network teams and vendors.
Maintain camera location and configuration records, and coordinate camera installation and replacement with onsite teams or vendors.
Assist with installation and deployment of routers, switches, and phones.
Assist with data migrations and onsite IT asset evaluations during projects and corporate acquisitions.
Support scheduled weekend cutovers and installation of networking equipment for project work.
Travel to other USESI locations as needed for projects, equipment deployments, acquisitions, and onsite troubleshooting; travel may include overnight stays.
Participate in assigned on-call coverage and respond to urgent IT issues outside normal business hours, including evenings and weekends.