Top 57 Help desk Jobs in Frederick, Md

IT Support Center Specialist (Tier 1)
Optimal Networks, LLC —Rockville, MD
- $25 - $28 an hour
- Full-time
- Hybrid work
- Background check
- Customer service
- Writing skills
- Health insurance
- Dental insurance
Quick Apply
7d
IT Service Desk Support Specialist
Music & Arts —Frederick, MD
- $68,000 - $90,000 a year
- Email
- Hybrid work
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Paid holidays
- Health insurance
10d
Help Desk Coordinator - Full-time with Benefits
Frederick Health Hospital, Inc. —Frederick, MD
- $22.27 - $31.28 an hour
- Overtime
- Mid-level
- High school diploma or GED
- Continuous improvement
- Disability insurance
- Health insurance
Quick Apply
6h
Tech Customer Support
Aircraft Owners and Pilots Association —Frederick, MD
- $29 - $34 an hour
- Monday to Friday
- Microsoft Outlook
- Computer Science
- Mid-level
- Wellness program
- Paid parental leave
12d
Helpdesk Technician I
Stulz Air Technology Systems, Inc. —Frederick, MD
- English
- Research
- Mid-level
7d
Help Desk Support Analyst (Associate-Level)
Link Solutions, Inc. —Frederick, MD
- Full-time
- Office
- Windows
- Organizational skills
- Paid holidays
- Disability insurance
IT Technician
Surveillance Secure —Frederick, MD
- Weekends as needed
- Office
- Windows
- Travel
IT Specialist 1/IT Support Assistant, 2
Telos Corporation —Frederick, MD
- Full-time
- Customer service
- High school diploma or GED
- Driver's License
- Health insurance
- Dental insurance
Help Desk/ Windows Support
Prominent Edge LLC —Gaithersburg, MD
- $50,000 - $53,000 a year
- Computer science
- Mid-level
- 1 year
- Paid holidays
- Health insurance
IT Service Desk Analyst III
Hospice of Washington County —Hagerstown, MD
- $58,488.99 - $93,582.39 a year
- Weekends as needed
- Mid-level
- Office
- Windows
Quick Apply
Technical Implementation Specialist I
NCR —Germantown, MD
- $65,100 - $97,700 a year
- Weekends as needed
- English
- Mid-level
- Windows
- Disability insurance
- Dental insurance
Tech Admin - Entry Level
Lightning Transportation Inc —Hagerstown, MD
- $20.47 - $27.69 an hour
- Full-time
- Hybrid work
- Office
- SQL
- Ability to lift 50 pounds
- Paid holidays
- Health insurance
Quick Apply
Customer Service Technical Associate – Tier 1
Wolters Kluwer —Hagerstown, MD
- $34,300 - $57,400 a year
- Full-time
- Hybrid work
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Commuter assistance
- Paid parental leave
14d
Technical Support Specialist / System Support Technician
MEDI+SIGN —Smithsburg, MD
- Weekends as needed
- Mid-level
- Travel
- US work authorization
End User Support Technician Tier 2
designDATA —Gaithersburg, MD
- Full-time
- Mid-level
- Office
- Windows
6d
Digital Experience Specialist (Technology Support Specialist)
Loudoun County Public Schools —Purcellville, VA
- $29.20 - $37.58 an hour
- 8 hour shift
- Mid-level
- Experience equivalent to degree accepted
- In-person
12d
Senior Helpdesk Technician
Grunley Construction Co, Inc —Rockville, MD
- $70,000 - $85,000 a year
- Full-time
- Computer science
- Computer Science
- Construction site
- Paid jury duty
- Health insurance
Information Technology (IT) Specialist
North Spring Behavioral Healthcare —Leesburg, VA
- $28 - $36 an hour
- Full-time
- Computer science
- Computer Science
- Psychiatry
12d
Desktop Support Technician
Ovation Workplace Services Inc —Hagerstown, MD
- $35,000 - $49,000 a year
- Weekends as needed
- Computer Science
- Office
- Master's degree
Quick Apply
IT Service Support Engineer
OBXtek —Frederick, MD
- Classroom
- Computer science
- Microsoft Outlook
Quick Apply

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IT Support Center Specialist (Tier 1)

Optimal Networks, LLC
Rockville, MD

Quick Apply

Job Details

Full-time
$25 - $28 an hour
7 days ago

Benefits

Health insurance
Dental insurance
401(k)
Flexible spending account
Tuition reimbursement
Paid time off
Vision insurance
401(k) matching
Life insurance

Qualifications

Email customer support
Phone communication
Customer service
Writing skills
Meraki
Windows
Sonicwall
Microsoft Office
High school diploma or GED
Managing clients in a customer support role
Phone customer support
Productivity software support
Desktop (troubleshooting support)
MFA
macOS
Technical support via email
Desktop administration
CompTIA Security+
CompTIA A+
Help desk

Full Job Description

Job Description

Position Summary

As an Optimal Support Center Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client’s information and determine the customer’s issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments.

Location: Hybrid (Rockville, MD) 4 days in the office, 1 day remote

Scheduled Weekly Hours: 40 (Full-Time)

Travel Required: Less than 5%

Responsibilities

This position has the following responsibilities.

Handling customer technical support cases through phone and email submission
Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
Provide superb technical support for:
End-user devices: desktops, laptops, mobile devices, printers, scanners etc.
Desktop Operating Systems – Windows and MAC OS
Software Support across various types of software (e.g., MS Office, POS system, accounting software etc.)
User Administration and Identity Management – Active Directory, MFA (Azure AD, Okta etc.)
Cloud based (SaaS) system – Microsoft 365, Windows365 etc.
Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording.
Ensure the user is updated on status of incident, communicated on the solution, and is satisfied with solution before closing ticket.
Provide case status updates to management and end-users according to service level guidelines
Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer
Provide / offer guidance and help users solve common IT problems.
Create and maintain relevant processes, procedures, and knowledge article documentation.
Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
Performs miscellaneous job-related duties as assigned.

Reporting Relationship

Reports to: Reactive Operations Center (ROC) lead

Attributes

To be successful in this position employee will have the following attributes

Client-focused. You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.
Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is always fixed the first time.

Skills, Qualifications and Experience

Skills

Mandatory

Strong knowledge of customer service practices and procedures
Strong interpersonal and communication skills; able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications
Developed troubleshooting and diagnostic skills
Demonstrated ability to function in a non-scripted helpdesk environment
Demonstrated experience providing remote support via remote tools
Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.

Desirable

Demonstrated knowledge and understanding of Microsoft Windows Server products (2012 R2, 2016, 2019), Microsoft Azure Cloud based services.
Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.)

Qualifications

Mandatory

High school diploma or GED
CompTIA A+

Desirable

HDI – Support Center Analyst (HDI-SCA)
ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations
CompTIA Network+, CompTIA Security+
Microsoft 365 Certified: Fundamentals
Microsoft 365 Certified: Modern Desktop Administrator Associate

Experience

Mandatory

2+ years of Service/Help Desk experience providing IT Support
Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.
Comfortable working a shift that falls between 8:30 AM and 9:00 PM to help provide full-day coverage in our 24/7/365 operation.

Desirable

Managed Service Provider (MSP) Experience in a Service Desk Role

What We Offer

You won’t have to leave us to get ahead. Our high performers stick with us and grow with us. We’re good at what we do. We have fun, and we are fun.
You play a key role in helping others succeed, and you get to see the daily impact and importance of your work. You aren’t a cog in the wheel – you matter.
As you spend time with us, you will quickly see that we live by our core values. Tell the Truth, Do the Right Thing, Everyone Benefits
We offer a competitive salary and benefits, including medical, dental, vision, and life insurance, 15 days of PTO annually, tuition reimbursement, and more.

About Optimal Networks

Founded in 1991, Optimal Networks, Inc. is a values-based consulting organization that helps small and mid-sized law firms, associations, and businesses solve problems by way of thoughtful technology guidance and white-glove service.

Last year, our Founder & CEO literally wrote the book on strategic legal technology, which you can learn more about here. https://www.modernlawfirmbook.com/

With nearly 20 workplace excellence awards under our belts and a top ethics award to boot, we take our people and our environment to heart. Take a look at the Scrapbook page on our website and listen to this podcast with our Founder & CEO to see (and hear) what we mean.

https://www.optimalnetworks.com/2009/11/07/1109-optimal-networks-wins-top-ethics-award/

https://www.optimalnetworks.com/company/scrapbook/

https://theteamworkadvantage.transistor.fm/episodes/heinan-landa-the-power-of-strong-organizational-core-values

It boils down to this: a team that is happy and engaged is going to provide its clients with the absolute highest level of service. We’re about helping people in the best possible way and delivering the kind of support that our competitors wish they could match.

Join us?

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Tuition reimbursement
Vision insurance

License/Certification:

CompTIA A+ (Required)

Ability to Commute:

Rockville, MD 20850 (Required)

Work Location: Hybrid remote in Rockville, MD 20850

Quick Apply

Refine Your Search

help desk jobs in frederick, md

IT Support Center Specialist (Tier 1)

IT Service Desk Support Specialist

Help Desk Coordinator - Full-time with Benefits

Tech Customer Support

Helpdesk Technician I

Help Desk Support Analyst (Associate-Level)

IT Technician

IT Specialist 1/IT Support Assistant, 2

Help Desk/ Windows Support

IT Service Desk Analyst III

Technical Implementation Specialist I

Tech Admin - Entry Level

Customer Service Technical Associate – Tier 1

Technical Support Specialist / System Support Technician

End User Support Technician Tier 2

Digital Experience Specialist (Technology Support Specialist)

Senior Helpdesk Technician

Information Technology (IT) Specialist

Desktop Support Technician

IT Service Support Engineer

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