Help Desk Specialist Job at Omm IT Solutions, Suitland, MD

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  • Omm IT Solutions
  • Suitland, MD

Job Description

Please Note:

  • It is an 100% onsite position in Suitland, MD
  • Working Hours – 40 Hrs a week (Contract extendable to 2 more years)

Position Overview:

  • Seeking a reliable and hands-on Help Desk Specialist to provide Tier 1 and Tier 2 IT support across the client.
  • This role includes troubleshooting hardware/software issues, handling support tickets, managing IT assets, and assisting users directly, both in person and remotely.
  • You’ll be the face of tech support, working closely with the Office of Customer Support to keep users up and running.

Key Responsibilities:

  • Provide Tier 1 & Tier 2 technical support to client end users (desktop, laptop, mobile)
  • Monitor, respond to, and resolve Help Desk tickets daily in a timely manner
  • Communicate clearly with end users and escalate complex issues when needed
  • Install and remove IT hardware for new hires and departing users
  • Relocate, configure, and maintain desktops, monitors, printers, scanners, and peripherals
  • Manage equipment inventory, storage, and excess/disposal processes (including drive sanitization)
  • Package and ship IT equipment to remote users as needed
  • Support network and local printers (including toner replacement and troubleshooting)
  • Provide A/V setup and support in conference rooms
  • Troubleshoot connectivity issues (wired, Wi-Fi, VPN)
  • Image and configure laptops and mobile devices (standard client setup)
  • Perform vulnerability remediation on workstations
  • Maintain and contribute to the internal IT knowledgebase (FAQs, troubleshooting guides)

Requirements

Required Qualifications:

  • Associate diploma/degree or equivalent experience in IT or related field
  • 2+ years in a help desk or desktop support role in an enterprise or government environment

Preferred Skills:

  • Experience with Microsoft 365, Active Directory, SCCM, InTune, and Entra ID
  • Knowledge of standard imaging processes and desktop security protocols
  • Familiarity with ServiceNow or similar ticketing systems
  • Experience supporting remote users and shipping/receiving IT hardware
  • Strong understanding of Windows operating systems and basic networking
  • Clear communication and active listening with non-technical users
  • Strong organizational skills for managing tickets and inventory

Job Tags

Full time, Contract work, Work at office, Local area, Remote work, Relocation,

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