Service Desk Specialist

2 days ago


Frederick, Maryland, United States Moore DM Group Full time
About Moore DM Group

Moore DM Group is a leading direct marketing firm dedicated to serving nonprofit, government, and association sectors. We are committed to creating a fair workplace where unique skills and experiences are valued and celebrated.

Job Summary

We are seeking a highly skilled Service Desk Specialist to join our team. As a Service Desk Specialist, you will provide timely and effective technical support to clients via various communication channels. You will diagnose and resolve complex IT issues, build and issue laptops, and support the setup of workstations.

Key Responsibilities
  • Provide technical support to clients via phone, email, chat, or remote access
  • Diagnose and resolve complex IT issues, including hardware malfunctions, software errors, network connectivity problems, and security breaches
  • Build and issue Windows and Mac laptops for new user setups or replacement systems
  • Support the complete setup of workstations, primarily integrated Apple and Microsoft systems
  • Provide support on Mac OS and iOS devices, Microsoft Office 365, and various other business applications
  • Log daily user support calls in service desk ticking system
  • Escalate unresolved issues to the appropriate IT teams or vendors
  • Follow established procedures for new user setups and computer builds
  • Follow established processes for employee separations to ensure security of all systems
  • Administer all equipment, hardware, and software upgrades
  • Follow up with clients to ensure their satisfaction and issue resolution
  • Practice asset management and related documentation and technical specifications information
  • Administer and maintain end user accounts, permissions, and access rights
  • Document IT incidents, solutions, and knowledge base articles
  • Collaborate with other IT teams on projects and initiatives, such as system upgrades, migrations, and deployments
  • Stay updated on the latest IT trends, technologies, and best practices
Requirements
  • Two to three years of related experience and training; or equivalent combination of education and experience
  • Proven experience supporting Mac environments of 10+ users, Apple iOS devices in business environments, and MS Windows environments
  • Microsoft Windows 10-11 support and troubleshooting experience required
  • Networking experience required, as well as an understanding of Apple ID and iCloud
  • Azure cloud support experience, MS Exchange/Office 365 experience configuring mail clients, and experience with interoperability with Windows file servers preferred
  • Certifications in ITIL, CompTIA, Microsoft, Apple, Cisco, or other relevant fields are a plus
Physical Requirements

The Service Desk Specialist will need to lift and carry equipment, bend and reach to access or install equipment, sit and stand for long periods of time, type and use a mouse frequently, and see and hear clearly.

We offer a competitive salary and comprehensive health, wellness, and retirement benefits. If you are a motivated and detail-oriented individual with a passion for IT, we encourage you to apply for this exciting opportunity.



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