IT Help Desk Technician jobs in Maryland

Help Desk Technician (Tier II)
Ft. Detrick MD
Secret Clearance

Position Overview:
Nationwide IT Services is looking for a well-qualified Help Desk Support Technician to support the US Army in Fort Detrick, MD. We are seeking a Help Desk Support Technician who can provide a high level of technical support in a very professional and customer friendly manner. The Technician shall provide technical help desk support including Tier I and Tier II sustainment and support for various types of IT equipment, software, and peripheral equipment such as CPU’s, monitors, keyboards, mice, laptop/notebook computers, MFD's, smartphones, and related equipment. The ideal candidate must have excellent communication and multitasking skills, a positive attitude, and a strong work ethic.

Duties and Responsibilities:

• Essential duties and responsibilities include the following.
• Coordinate operating system and application upgrades /patching, creation, and technical refresh for all end user devices.
• Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, local and wide area networks, data storage systems, Active Directory, and other third-party software.
• Troubleshoot and resolve Tier II software and hardware problems.
• Tier I support provides remote support for various types of computer repairs, troubleshooting and hardware/software maintenance and/or initial evaluation.
• Troubleshoot and resolve Tier II software and hardware problems. Tier II support requires the technician to visit the user’s desktop or printer for hands-on support for various types of computer repairs, troubleshooting and hardware/software maintenance. This includes conference and VTC support.
• Document, track and monitor the problem to ensure timely resolution.
• Respond to telephone calls, email and personnel requests for technical support.
• Reassign or escalate incidents and requests to appropriate support level.

Job Qualifications:

• MUST HAVE AN ACTIVE SECRET CLEARANCE
• CompTIA Security 8570 required
• Minimum 4 years’ experience working in support of desk-side services
• Proficiency using PowerShell to develop and maintain scripts for various reports, patching and other functionality
• Experience with Enterprise email including creating and provisioning distribution lists and mailboxes
• Familiarity with SCCM including developing and deploying application packages
• Familiarity and experience troubleshooting Microsoft Windows 10 or newer (as required by Army/MEDCOM); Microsoft Office 365 Suite applications
• DoD/Army approved applications such as Tanium, McAfee Antivirus, Microsoft Edge, Firefox, Chrome, Adobe Acrobat and HID Active Client
• Experience creating and updating Standard Operating Procedures (SOPs)
• Experience troubleshooting Multifunction Devices (print, scan, email, fax)
• Remote Access Tools such as Bomgar and Microsoft Remote Desktop Protocol (RDP)
• High level of professionalism, attention to details and ability to multi-task

• Ability to work individually and within a team environment with little supervision
• Maintain currency and high level of technical skill in the field of expertise
• Familiarity and experience troubleshooting Apple products

Highly Desired Qualifications:

• Proficiency using PowerShell to develop and maintain scripts for various reports, patching and other functionality
• Experience with Enterprise email including creating and provisioning distribution lists and mailboxes
• Familiarity with SCCM including developing and deploying application packages

About Nationwide IT Services
NIS is an IT and Management consulting company, designated 8(a) by the SBA, and a CVE-verified Service Disabled Veteran Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.

Our benefits package includes medical, dental, and vision insurance, life and disability insurance, 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, employee assistance program (EAP) and educational reimbursement.

Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability or protected veteran status.