Location– Onsite/ Hybrid, Middle River, MD
Salary– $55,000-$65,000
The Desktop Support Specialist acts as the first line of technical assistance for the company’s mortgage operations team. Driven by a positive customer service attitude, this entry-to-mid-level role is responsible for handling daily user inquiries, resolving routine software glitches, managing basic Windows/desktop-level issues, and assisting with foundational system maintenance.
Key Responsibilities:
- Provide Tier 1–2 technical support for hardware, software, and network issues.
- Deliver timely resolutions and maintain strong communication with end users.
- Track and manage all work through Zendesk.
- Diagnose and resolve hardware, software, and network issues
- Support users via phone, email, chat, and remote tools
- Configure systems, applications, and user accounts
- Set up and troubleshoot desktops, laptops, and peripherals
- Deploy, image, and configure devices using SCCM
- Install, support, and manage Microsoft 365 suite and Adobe Acrobat Enterprise applications
- Support and administer Azure and related cloud services
- Maintain and troubleshoot printing/scanning devices
- Troubleshoot network and VPN connectivity using Palo Alto firewalls and GlobalProtect
- Install and update software and patches via Tanium Deployment
- Remove malware and ensure device security
- Coordinate with vendors for support and warranty
- Create, update, and resolve all tickets in Zendesk
- Document troubleshooting steps and resolutions
- Maintain proper categorization and data accuracy
- Manage ticket queues to meet SLA expectations
- Escalate issues appropriately and follow through to resolution
- Follow up with users to confirm issue closure
Experience & Qualifications
- Experience: 1–2 years of experience in an IT helpdesk, desktop support.
- Technical Knowledge: Proven familiarity with Windows operating systems, remote desktop troubleshooting practices, and basic internet/connectivity troubleshooting.
- Skills: Exceptional organizational skills, strong diagnostic capabilities, and a desire to learn technical system and desktop administration.
Apply Online