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Service Desk Specialist

2 months 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 phone, email, chat, or remote access. You will diagnose and resolve complex IT issues, build and issue Windows and Mac laptops, and support the complete setup of workstations.

Key Responsibilities
  • Provide technical support to clients via various communication channels
  • Diagnose and resolve complex IT issues, including hardware malfunctions, software errors, and network connectivity problems
  • Build and issue Windows and Mac laptops for new user setups or replacement systems
  • Support the complete setup of workstations, including 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 the service desk ticketing system
  • Escalate unresolved issues to the appropriate IT teams or vendors
  • Follow established procedures for new user setups and computer builds
  • 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
  • Lifting and carrying equipment: Ability to lift and carry heavy or bulky equipment, such as computers, monitors, printers, servers, routers, or cables
  • Bending and reaching: Ability to bend and reach to access or install equipment, such as under desks, behind cabinets, or on shelves
  • Sitting and standing: Ability to sit and stand for long periods of time, depending on the nature and duration of the tasks
  • Typing and using a mouse: Ability to type and use a mouse frequently, as part of daily tasks, such as entering data, sending emails, or navigating software
  • Seeing and hearing: Ability to see and hear clearly, as part of communication and problem-solving skills
What We Offer

At Moore DM Group, we offer a competitive salary and comprehensive health, wellness, and retirement benefits. We also provide paid holidays, flexible time off, and paid volunteer leave. Our team is driven, innovative, and supportive, and we are committed to creating a fair workplace where unique skills and experiences are valued and celebrated.