IT User Support Specialist

University System of Maryland Office•Baltimore, MD

4d•$66,500 - $80,500•Onsite

About The Position

The IT User Support Specialist is responsible for delivering high-quality end-user technical support and operational IT services across the University System of Maryland Office (USMO). This role supports day-to-day technology needs for staff and executive leadership, including Microsoft 365 services, endpoint devices, collaboration platforms, and audiovisual (AV) environments. The position plays a critical role in ensuring continuity of operations, supporting executive-level functions, and enabling successful delivery of high-visibility meetings and events, including Board of Regents activities. The IT User Support Specialist also contributes to IT modernization efforts and enterprise service improvements. This is a 1-year contractual position with the potential for renewal.

Requirements

High School Diploma or GED.
Three (3) years of experience with Windows and MacOS operating systems and Office 365 applications, including two (2) years of experience providing user support, user training, and/or programming.
Demonstrated knowledge of and proficiency in configuring and supporting Microsoft Windows, MacOS, and Microsoft Office/Microsoft 365 applications across platforms.
Ability to diagnose, troubleshoot, and resolve technical issues efficiently, minimizing disruption to end-user productivity.
Strong interpersonal and communication skills, with the ability to clearly explain technical concepts to users with varying levels of technical proficiency and accurately assess user needs.
Proficiency in supporting mobile devices, including iOS and Android platforms, as well as associated applications (e.g., email, MFA, collaboration tools).
Commitment to high-quality customer service, demonstrated through professionalism, responsiveness, and a user-focused approach.
Ability to work both independently and collaboratively in a team-oriented environment, demonstrating initiative and a proactive, solution-oriented mindset.
Capacity to quickly learn, adapt to, and apply new technologies, with a focus on improving operational efficiency and addressing organizational needs.
Ability to handle sensitive information with discretion and maintain confidentiality in all aspects of work.

Nice To Haves

Bachelor’s degree, preferably in Computer Science, Information Systems, or a related discipline.
Experience supporting executive leadership or high-priority users
Experience with ITSM platforms (e.g., TeamDynamix, RT)
Experience in higher education or government environments

Responsibilities

Provides Tier 1–2 technical support via ticketing systems (TeamDynamix/RT), email, Microsoft Teams, and walk-up requests.
Diagnoses and resolves issues related to hardware, software, user access, and connectivity.
Supports Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
Supports enterprise applications (e.g., Adobe, Zoom, Tango).
Assists users with cloud file sharing, storage, and collaboration workflows.
Troubleshoots mobile devices (email, MFA, Teams, Zoom, etc.).
Troubleshoots printing, peripherals, and workstation configurations.
Troubleshoots Wi-Fi connectivity and network access issues.
Escalates complex or unresolved issues to senior IT staff.
Delivers high-priority IT support to executive leadership.
Ensures readiness of executive devices, accounts, and meeting environments.
Handles sensitive requests with discretion and urgency.
Conducts USM Office site visits as needed.
Creates and manages user accounts, shared mailboxes, and distribution groups.
Configures mailbox permissions, delegation, and calendar access.
Supports employee onboarding and offboarding (account provisioning and access management).
Tracks and manages service requests using ITSM tools.
Documents issues, resolutions, and trends.
Contributes to knowledge base articles, SOPs, and IT operations documentation.
Configures and deploys laptops, desktops, mobile devices, and peripherals.
Performs system imaging, software installation, and endpoint setup.
Supports device lifecycle activities (replacements, upgrades, reconfigurations).
Configures, tests, and supports AV systems for meetings and hybrid events.
Provides live technical support for high-visibility meetings and Board of Regents events.
Supports conference room technologies and hybrid platforms.
Assists with phishing, spam, and security incident response.
Supports access control and authentication processes.
Escalates potential security risks.
Provides basic support for phone/security systems (as needed).
Participates in IT initiatives (M365 enhancements, endpoint modernization, ITSM, AI/Copilot).
Supports testing, deployments, documentation, and user training for projects.

Benefits

22 days of annual leave
15 days of sick & safe leave
16-17 holidays
3 personal leave days
12 weeks paid family medical leave
Comprehensive medical, dental, and vision coverage with flexible spending accounts.
Supplemental retirement options with major providers like Empower, Fidelity, and TIAA.
Optional term life and AD&D benefits through MetLife.
Tuition remission for employees and their families.
Free professional development conferences and unlimited LinkedIn Learning access.
Membership eligibility for SECU, Maryland’s largest credit union.
Free counseling, legal, financial, and work-life support services.