IT Service Desk
Bill Alexander Ford Lincoln•Timonium, MD
•Remote
About The Position
We are seeking a reliable and customer-focused IT Service Desk Specialist to provide first-level technical support and ensure seamless IT operations for end users. This role is responsible for troubleshooting hardware and software issues, resolving service requests, and maintaining a high standard of customer service in a remote work environment. The ideal candidate has strong problem-solving skills, technical aptitude, and a passion for helping users.
Requirements
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 1–4+ years of experience in IT support, help desk, or service desk roles.
- Strong knowledge of Windows/macOS environments and common business applications.
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management).
- Basic understanding of networking concepts (TCP/IP, VPNs, DNS, DHCP).
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal abilities.
- Ability to work independently in a remote and fast-paced environment.
Nice To Haves
- Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.
Responsibilities
- Serve as the first point of contact for IT support requests via phone, email, or ticketing systems.
- Diagnose and resolve hardware, software, and network issues in a timely manner.
- Manage and prioritize incoming tickets, ensuring adherence to service-level agreements (SLAs).
- Provide support for operating systems, applications, and remote access tools.
- Escalate complex technical issues to higher-level support teams when necessary.
- Document incidents, resolutions, and processes accurately in the ticketing system.
- Assist with user account management, including password resets and access provisioning.
- Support onboarding and offboarding of employees by configuring systems and equipment.
- Maintain knowledge base articles and contribute to process improvements.
- Ensure compliance with IT security policies and best practices.
Benefits
- Flexible remote work environment
- Competitive hourly compensation
- Opportunities for certification and career advancement
- Supportive and collaborative team culture
- Access to modern IT tools and systems
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
