Senior Desktop Specialist

Pomeroy • Baltimore, MD

2d

About The Position

Join a high-performing IT support team delivering both hands-on and remote
technical support in a fast-paced, global environment. This role is ideal for a
customer-focused IT professional who enjoys troubleshooting, solving problems,
and working directly with end users and infrastructure systems.

Requirements

• Strong customer service mindset with a focus on user satisfaction
• Proven troubleshooting and problem-solving skills in IT environments
• Ability to work both independently and collaboratively in a global team
• Excellent communication skills (technical and non-technical audiences)
• Self-starter with strong ownership and follow-through
• Experience supporting Windows OS, Microsoft Office, Outlook, and Exchange
• Familiarity with Microsoft Teams and collaboration tools
• Knowledge of Cisco Unified Communications (voice/telephony)
• Experience with mobile device management (MDM) solutions
• Understanding of network connectivity, PC hardware, and IT infrastructure fundamentals
• Prior experience in Level 2 / second-line support in a corporate environment
• Associate degree in IT or related field OR
• 2–3 years of relevant IT support experience

Nice To Haves

• Bachelor’s degree in IT or related field (preferred)

Responsibilities

• Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests
• Deliver hands-on deskside support at the Baltimore site, with occasional onsite support in Waynesboro, PA
• Manage and resolve incidents, service requests, and problems within defined SLA/KPI targets
• Administer user accounts, system access, and permissions in alignment with corporate standards
• Troubleshoot issues across hardware, software, and network connectivity environments
• Escalate complex issues to Level 3 support teams with clear documentation and handoff
• Guide and support end users on technology usage, best practices, and issue prevention
• Perform root cause analysis to identify recurring issues and implement long-term solutions
• Maintain accurate technical documentation, knowledge articles, and resolution logs
• Ensure compliance with IT security policies and report any risks or breaches
• Collaborate with global IT teams to support a consistent and high-quality user experience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees