Help Desk Support Technician

MELE Associates, Inc. • Rockville, MD

2d • $47,000 - $55,000 • Hybrid

About The Position

MELE Associates, Inc. is seeking a motivated, customer-focused Help Desk Technician to provide technical support and troubleshooting services to our on-site and remote personnel. Serving as the primary point of contact via phone, email, and instant messaging, you will deliver responsive Tier I/II support, resolve technical issues within established service level agreements (SLAs), and uphold our high customer service standard.

Requirements

• High School Diploma or GED.
• 1+ years of IT help desk, desktop support, or customer-facing technical support experience.
• Hands-on experience supporting Windows desktop OS, Office 365 applications, Adobe products, MFA solutions, antivirus tools, and virtual desktop environments.
• Experience configuring, deploying, and troubleshooting PC hardware, monitors, network printers/scanners, and mobile devices (iOS/Android).
• Ability to lift and carry equipment up to 50 lbs.
• Strong analytical troubleshooting skills, clear written and verbal communication, and the ability to manage competing priorities in a fast-paced environment.

Nice To Haves

• CompTIA A+ Certification (Core 1 & Core 2).
• Familiarity with Active Directory administration (user provisioning, password resets, security groups, NTFS permissions, and drive/printer mappings).
• Hands-on experience with enterprise ticketing platforms.

Responsibilities

• Serve as the first point of contact to troubleshoot and resolve Tier I and Tier II incidents across desktops, laptops, mobile devices, network printers, VoIP systems, and peripherals.
• Manage the full lifecycle of support tickets —logging, categorizing, updating with comprehensive technical documentation, escalating when appropriate, and verifying resolution with end users.
• Deliver priority technical assistance and transparent status communication for executive/VIP personnel, coordinating with team leadership when specialized resources are required.
• Author and maintain Standard Operating Procedures (SOPs), knowledge base articles, and as-built diagrams to streamline team troubleshooting and eliminate redundant research.
• Participate in weekly team meetings, rapid-turnaround IT modernization projects, and rotating after-hours on-call support as needed.

Benefits

• Employer-paid employee Medical, Dental and Vision Care.
• Low-Cost Family Health Care offered.
• Federal Holidays and three (3) weeks’ vacation
• 401(k) with Employer Match
• Cross-training opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED