Technical support representative jobs in Columbia, MD - 5,026 jobs

AmLaw 100 Firm with Cravath level compensation. Per the Global IP Awards: "US Patent Prosecution Firm of the Year." A Go-To Firm for Emerging Tech Companies. Among the leaders in "Best Performing" rankings. REQUIREMENTS Candidates should have an electrical engineering, computer engineering, computer science, data science, or physics background or equivalent experience. A USPTO registration number, superior academic credentials, and excellent oral, written, and interpersonal skills are essential. Admission to the Bar in the jurisdiction where the work is being performed is also required. SUMMARY Vanguard Intellectual Partners (Vanguard-IP) specializes in placing IP/Patent professionals nationwide. Our focus on intellectual property allows us to understand our clients' technical needs and our candidates' talents and career interests. Our extensive network of long-term client relationships provides a competitive edge. Our recruiters have over 10 years of IP recruiting experience and a proven success record. We possess in-depth knowledge of the IP job market and offer trusted career advice. We also have the resources and contacts to ensure your resume gets noticed by the right people. We look forward to discussing your next opportunity with you. CONFIDENTIALITY At Vanguard-IP, we respect candidate confidentiality. We will always obtain your explicit authorization before submitting your resume to any client. If you are interested in opportunities in other locations, we have hundreds of openings in various markets. Please apply now, and our team will review your information for this or other suitable openings in your preferred location. #J-18808-Ljbffr

Centurion is looking to hire a Help Desk Supervisor/Sr. User Trainer to work ONSITE at the one of federal clients in Washington, DC. We are looking for on-site technical resource/support in making visually appealing and data accurate updates to a public facing website. Quick learner who is willing to learn new data management systems in order to provide high-level support, as well as day-to-day management in conjunction with job requirements. Primary Responsibilities: Provide on-site technical resource/support who should be comfortable with making visually appealing and data-accurate updates to a public facing website. Quick learner who is willing to learn new data management systems in order to provide high-level support, as well as day-to-day management. Create, modify and run daily, weekly, monthly and quarterly reports, as requested. Provide technical support to new and current users of the internal database system. Assist in testing database functionality following upgrades or fixes. Make updates to website based on specific data points at regular intervals. Provide technical support to office staff as necessary, to include interaction with Department technical staff, ordinary maintenance of office technical equipment, and routine troubleshooting. Candidate should be mindful of principles of cybersecurity, data protection, and privacy in all work assignments. Basic Qualifications: Excellent written and oral communication skills. Strong skills in commonly used software, such as Microsoft Office Suite with emphasis on Excel, Word and PowerPoint. Experience using Drupal, TEAMS or TEAMS Apps. Experience with SharePoint (Administrative Role) Bachelor's degree (or equivalent) and 2+ years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance to users, is preferred. At least one year teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications preferred. Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported. Should be an expert user of the Government's word processing, spreadsheet, and email systems. Must be a U.S. Citizen and able to obtain a Public Trust clearance. Preferred Qualifications: Experience working in a Government and/or Litigation Support environment in conjunction with basic qualifications, preferred. Undergraduate degree valued. Prior supervisory experience strongly preferred. Experience with DOJ office automation environments extremely helpful. Knowledge of Government's IT environment, including office automation networks, PC and server based applications preferred. Experience using payroll systems, and financial management systems a plus. At least one year of experience in automated litigation support preferred.

Personal Lines Client Service Representative A well-established insurance agency in Baltimore is seeking a proactive and detail-driven professional to join their personal lines team. This position is ideal for someone with a foundation in property and casualty insurance and a passion for providing excellent support to both internal teams and policyholders. You'll work closely with internal account managers, insurance carriers, and individual clients to ensure timely and accurate service for policies related to home, auto, and personal liability protection. Key Responsibilities Deliver responsive and high-quality service to clients via phone and email Assist with the intake, processing, and follow-up for policy updates, changes, and new account setup Maintain and update service records, documentation, and internal systems accurately Support service team in reviewing incoming policy data and troubleshooting issues Prepare routine correspondence, coverage summaries, and support documents Respond to carrier and client information requests in a timely, professional manner Help with premium comparisons, policy placement options, and remarketing efforts when needed Qualifications 2+ years of insurance experience required (personal lines) Active P&C license preferred but not required with the right experience Strong written and verbal communication skills Tech-savvy, detail-oriented, and organized Team-first mentality with a proactive and collaborative attitude Compensation & Benefits Competitive base pay range of $50,000 to $70,000 Full benefits package including health, dental, vision insurance and retirement contributions

The Service Desk Technician III is a member of the IT Service Desk team and serves as the highest technical escalation point for end-user support. This role is responsible for resolving highly complex issues across multiple systems, mentoring junior staff, leading process improvement initiatives, and ensuring the overall stability and efficiency of end-user computing environments. The Service Desk Technician III collaborates closely with engineering teams, enterprise architects, and IT leadership to enhance system reliability, user experience, and support effectiveness. Position Responsibilities 1. Critical Incident Resolution Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support. Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints. Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly. Participate in major incident response bridges, providing subject matter expertise to minimize downtime. 2. Proactive Issue Management and Process Improvement Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures. Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management). Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs). Drive automation and scripting initiatives to reduce repetitive work and improve resolution times. 3. Collaboration and Cross-Functional Leadership Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams. Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service-level expectations. Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness. Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required). 4. Mentorship and Knowledge Sharing Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices. Support training initiatives, ensuring that junior staff develop skills necessary for future advancement. Assist in onboarding new Service Desk personnel, including process familiarization and knowledge transfer. 5. Audit, Reporting, and Compliance Lead the gathering of records and supporting materials for internal and external IT audits. Ensure compliance with corporate IT and security policies, maintaining documentation accuracy and process adherence. Produce detailed post-incident reports and metrics dashboards to inform leadership decision-making. Basic Qualifications (Required Skills & Experience) Bachelor's degree in Information Technology, Computer Science, or equivalent experience. Minimum 5-7 years of experience in IT support, with at least 2 years in a senior technician, engineer, or escalation role. ITIL Foundation Certification (minimum). CompTIA A+ Certification - Core 1 and Core 2 Advanced Technical Expertise. Deep understanding of Windows, mac OS, mobile device operating systems, and working knowledge of Ubuntu/Linux workstations. Strong knowledge of Active Directory, Azure AD, Exchange Online, O365 administration, Intune, device management platforms (Workspace ONE JAMF), Apple Business Manager, Winmagic/BitLocker, DUO and Okta MFA. Proficiency in network diagnostics (DNS, DHCP, VPN, TCP/IP), virtualization technologies, and remote management tools. Experience with enterprise ITSM tools (e.g., ServiceNow, Ivanti, Remedy). Familiarity with scripting languages such as PowerShell, Python, or Bash for automation. Analytical and Problem-Solving Skills: Strong ability to perform complex root cause analysis and develop sustainable solutions under pressure. Success in reducing incident recurrence through data-driven process improvements. Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical audiences. Skilled in drafting technical documentation, knowledge base content, and incident reports. Proven ability to lead by example and guide junior technicians through complex troubleshooting processes. Experience in fostering collaboration across geographically distributed teams. Demonstrated commitment to providing an exceptional user experience through active listening, empathy, and clear communication. Capable of handling difficult interactions professionally and constructively. Strong organizational skills with the ability to manage multiple high-priority projects simultaneously. Experience participating in CAB meetings and understanding of ITIL-aligned change management practices. Active Listening & Empathy: Ensuring users feel heard and understood throughout the support process. Clear Communication: Translating technical concepts into user-friendly language. Time Management: Prioritizing incidents and requests efficiently while meeting SLAs. Adaptability: Remaining flexible amid changing priorities, systems, and environments. Positive Attitude: Promoting a culture of collaboration, respect, and accountability within the team. Other Qualifications & Desired Competencies ITIL Intermediate or Managing Professional certification. Microsoft Certified: Modern Desktop Administrator Associate or equivalent. CompTIA Network+, Security+, or equivalent advanced certifications. Experience with ISO 27001 or SOC 2 environments Demonstrated experience resolving complex enterprise-level incidents and contributing to IT process improvement initiatives. Consistency, Responsiveness, Accountability, Urgency Integrity, accountability, and a continuous improvement mindset. Ability to perform under pressure while maintaining professionalism. Commitment to teamwork, inclusion, and user satisfaction. Physical Demands Ability to work in an office environment (Constant) Ability to safely lift up to 50 lbs. and carry/move objects of varying shapes and sizes (Occasional) Required to stand and sit for long periods (Frequent) Required to talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Frequent) Clearance Level No Clearance The salary range for this role is: $31 - $44 AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate's work experience, education/training, and key skills. ITAR Requirement: T his position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on AeroVironment's determination that it will be able to obtain an export license in a time frame consistent with AeroVironment's business requirements. A “U.S. person” according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR § 120.15. Some positions will require current U.S. Citizenship due to contract requirements. Benefits: AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown. For more information about our company benefit offerings please visit: ********************************** We also encourage you to review our company website at ******************** to learn more about us. Principals only need apply. NO agencies please. Who We Are Based in California, AeroVironment (AVAV) is a global leader in unmanned aircraft systems (UAS) and tactical missile systems. Founded in 1971 by celebrated physicist and engineer, Dr. Paul MacCready, we've been at the leading edge of technical innovation for more than 45 years. Be a part of the team that developed the world's most widely used military drones and created the first submarine-launched reconnaissance drone, and has seven innovative vehicles that are part of the Smithsonian Institution's permanent collection in Washington, DC. Join us today in developing the next generation of small UAS and tactical missile systems that will deliver more actionable intelligence to our customers so they can proceed with certainty - and succeed. What We Do Building on a history of technological innovation, AeroVironment designs, develops, produces, and supports an advanced portfolio of unmanned aircraft systems (UAS) and tactical missile systems. Agencies of the U.S. Department of Defense and allied military services use the company's hand-launched UAS to provide situational awareness to tactical operating units through real-time, airborne reconnaissance, surveillance, and target acquisition. We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans. AeroVironment, Inc. is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, protected veteran status, genetic data, sexual orientation, gender identity or other legally protected status. ITAR U.S. Citizenship required

As a Technical Service Representative (TSR), you will support the Packaging Coatings segment focusing on Mid- West accounts. You will manage technical service activities used at packaging manufacturing customer's plants! The TSSR will work directly with internal and external teams to improve the performance of PPG products and work on mutually valuable projects with our customers. You will help advise overall scheduling of TSSR resources for US and Canadian (USCA) including contractors and lead major customer product Secure Launches. You will report to the USCA Technical Sales and Service Representative Manager. Key Responsibilities Manage multiple customer sites while collaborating with customers at various levels to ensure quality and expectations is meeting customer requirements. Delegate PPG coating technologies to operate successfully in and sometimes outside the established customer operating window. Handle pre-sales and/or post-sales technical support including commissioning, installation, testing and maintenance service to customers. May be asked to lead projects, assist with process improvements, and look for cost savings for the customer. Coordinate, investigate, and recommend new business tools for users as requested. Qualifications High School Diploma with a technical background in Chemistry and/or Engineering with 5+ years of proven experience in the can making industry. Experience with customer quality systems and processes. May travel extensively in support of key customer programs. #LI-REMOTE About us: Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday - everyday. PPG: WE PROTECT AND BEAUTIFY THE WORLD™ Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit *********** and follow @ PPG on Twitter. The PPG Way Every single day at PPG: We partner with customers to create mutual value. We are "One PPG" to the world. We trust our people every day, in every way. We make it happen. We run it like we own it. We do better today than yesterday - everyday. PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email ******************. PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday. Benefits will be discussed with you by your recruiter during the hiring process. These include PTO, Dental, Health, Vision, 401k matching and Holiday time off. PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply. Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Ignite is an ISO 9001:2015 and CMMI Services Level 3 and Development Level 2 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. By design, Ignite is a provider of professional services to customers in educational, federal, and commercial industries and in every action seeks to be the preeminent provider within this business space. The Help Desk Technician provides Tier I and Tier II technical support to end users in support of mission-critical government systems. This role is responsible for responding to user incidents and service requests, troubleshooting hardware and software issues, and documenting resolutions within the service management system. The Help Desk Technician ensures timely, professional customer support while adhering to established procedures, service level agreements (SLAs), and security requirements in a cleared environment. This position is contingent upon contract award. Job Requirements Key Responsibilities: * Provide Tier I and Tier II technical support for end users, resolving incidents related to hardware, software, and system access. * Receive, log, track, and manage service tickets in accordance with established ITSM processes and SLAs. * Diagnose and troubleshoot technical issues, escalating unresolved or complex problems to higher-tier support as appropriate. * Communicate clearly and professionally with users regarding issue status, resolution steps, and follow-up actions. * Document incident resolutions, troubleshooting steps, and knowledge articles to support continuous improvement. * Support account management activities, including password resets, access requests, and basic system configuration. * Ensure compliance with security policies, procedures, and operational standards when handling user requests. Minimum Education and Qualifications - Journeyman Level: * Education: * Bachelor's degree in Information Technology, Computer Science, or a related field * Required Experience: * Minimum of 5+ years of experience providing customer support, technical troubleshooting, and service ticket management. * Experience supporting users in an IT service desk or help desk environment. * Strong customer service, communication, and documentation skills. * Preferred Experience: * CompTIA A+ * CompTIA Network+ * ITIL Foundation or equivalent certification We are equal opportunity/affirmative action employers, committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status, or any other protected characteristic under state or local law. Accommodation Request: If you are a qualified individual with a disability or are a disabled veteran and are unable or limited in your ability to use or access our Careers sites as a result of your disability, you have the right to receive assistance in completing the application process. Please send your request to **********************

The primary responsibility of the IT Inventory Technician, is to provide support to the IT Inventory team with receiving, ensuring that received assets are put in the proper locations and scanned into the Asset Management Tool. The IT Inventory Technician will also be responsible for assisting with Asset disposal process, including removing and degaussing Storage devices. Receive shipments, Scan all assets into the Asset management Tool. Store in appropriate designated locations. Move/Retrieve assets marked for disposal. Remove Storage devices from assets marked for disposal, label as appropriate and degausse as needed. Deliver received devices to end users/groups. Participate in Imaging End points and PC Replacement activities. All other related duties as assigned. Daily Operations Receive, Scan into IT Asset Management Tool and Report assets being delivered or returned to CLIENT Ensure that Warehouse is neatly arranged at all times and assets placed in the appropriate location/s Issue and/or Deliver Assets to customer Degauss Operations Assist with receiving Assets to be Surplussed Scan Assets into ITAM Tool Remove Storage Devices from Asset and Label appropriately Degauss Storage device as required per SOP PC Replacement Operations: Assist with Asset Imaging, End user asset reconciliation and other PC Replacement activities as required. Reporting: Provide reports as needed

Are you ready to make a significant impact by supporting critical national security infrastructure? T-Rex Solutions is looking for a fully cleared Tier 2 On Call Support to join our dynamic team in the Ft. Meade, MD area. Responsibilities: We are looking for technical staff to provide 24x7 support to an existing Operations Center for a suite of Identity, Credential, and Access Management (ICAM) systems. The candidate will be responsible for monitoring ICAM systems and providing Tier 1 & Tier 2 support. This includes supporting customers who are integrating with Enterprise and IC Attribute and Authorization services. Support may include assisting end-users to resolve access issues, as well as aiding development teams in understanding and resolving issues with REST Services. The candidate will use JIRA for ticket management and provide support via email, chat, and phone. The ideal candidate is an analytical thinker who can solve difficult problems independently, and must be a fast learner to understand the technologies and operational environment quickly. Experience with or knowledge of: Online and telephone customer support Public Key Infrastructure (PKI) Attribute Based Access Control (ABAC) Entitlements Management LDAP directories SQL and basic database querying abilities RESTful services Ticket tracking systems (e.g., JIRA, Redmine, ServiceNow) Linux operating systems Ability to: Analyze system applications and perform troubleshooting. Understand and communicate complex software systems. Modify Confluence pages and write technical documentation to support customers. Assist with educating/training customers on software capabilities. Assist with understanding and defining customer needs. Work independently Requirements: Bachelor's Degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline. Seven (7) years experience as a System Engineer in programs or contracts of similar scope, type and complexity. Active TS/SCI w/ FSP Work Schedule: Staff will be assigned to one of five teams that provide 24x7x365 coverage. The shifts rotate over 10 weeks in five 2-week periods as follows. Day and Mid shifts are 12 hours (5am-5pm, 5pm-5am), Straights are M-F (8 hours per day). Shift differential is available for the Mid shift (the differential is TBD). Period 1 - Mids - 4 on, 3 off, 3 on, 4 off Period 2 - Days - 3 on, 4 off, 4 on, 3 off Period 3 - Days - 3 off, 4 on, 4 off, 3 on T-Rex Overview Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering. T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits. T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. In compliance with pay transparency guidelines, the annual base salary range for this position is $130,000 - $170,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.

Job Description About Our Organization DASA DE&C manages the Army's Security Assistance and Armaments Cooperation programs that engage allies and partners across the full spectrum of Army acquisition to achieve force dominance. We lead the U.S. Army Security Assistance Enterprise (ASAE), providing leadership, resource management and policy oversight. We build the capabilities of allies and partners, strengthen relationships with our foreign partners, and strengthen the U.S. industrial base. Position Overview As an Associate IT Support Specialist, you will be a key member of the Information Management Office (IMO), providing direct, hands-on technical support for all DASA DE&C personnel. This role is focused on resolving user-facing technical issues and assisting with the daily administration of IT hardware, software, and network access under the guidance of senior staff. You will be a primary point of contact for troubleshooting user issues and will learn to interface with enterprise-level service providers like DISA and the Joint Service Provider (JSP). This is a non-inherently governmental function performed under the direction of government leadership, where you will apply and grow your understanding of Department of War and Department of the Army IMO procedures. Core Duties and Responsibilities Desktop and User Support: Provide Tier 1 technical support for workstations, printers, and peripherals. Troubleshoot and resolve common hardware, software, and network connectivity issues on both NIPRNet and SIPRNet environments. Account and Access Management Support: Assist in preparing System Authorization Access Requests (SAARs) for government review and approval. Help with the creation, modification, and termination of user accounts for networks and mobile devices as directed. Wireless Systems Support: Assist in the management of government-furnished wireless systems and accounts. This includes supporting the issuance and recovery of mobile devices (e.g., cell phones, tablets), helping with account setup and configuration, and providing basic user support for connectivity issues. Hardware Lifecycle Support: Assist with the full lifecycle of IT assets. Help receive, image, and issue new computers and mobile devices; maintain accurate inventory records under supervision; and prepare outdated equipment for disposal. Conference and VTC Support: Assist in the setup, operation, and troubleshooting of audio-visual (AV) equipment for meetings and conferences. Provide technical support for unclassified and secure video teleconferences (VTC/SVTC). Network and Security Coordination: Support the technical liaison between DASA DE&C users and enterprise service providers (e.g., JSP, DISA, NEC). Assist in tracking and reporting workstation compliance with security directives. Essential Requirements Security Clearance: Must possess and maintain a current Secret security clearance. Education: Bachelor's degree in Information Technology, Cybersecurity, or a related field is required. Experience: A minimum of three to five (3-5) years of professional, hands-on experience in an IT help desk or desktop support role. Exposure to a DoW or U.S. Government environment and its IT procedures is highly desirable. Skills: Proficiency in troubleshooting Microsoft Windows operating systems and the Microsoft Office suite. Familiarity with Active Directory for user account management. Ability to follow procedures to troubleshoot hardware, software, and peripherals in both NIPRNet and SIPRNet environments. Working knowledge of network access request procedures (SAARs). Excellent communication and customer service skills. Preferred Certifications Required: CompTIA Security+ CE or another DoW 8570/8140 IAT Level II baseline certification is required to start or must be obtained within 6 months of hire. Highly Preferred: CompTIA A+, CompTIA Network+. Preferred: Relevant Microsoft certification (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate). Work Environment Location: This position is located in Arlington, VA. Schedule: This is a full-time, on-site position supporting daily operational rhythms. Remote work for this position is not authorized. Travel: May be required up to 10% of the time to CONUS locations for temporary duty (TDY). Collaboration: This role requires constant, direct collaboration with users across the organization, government leadership, and external IT service providers.

The Deskside Technical Support Specialist is responsible for providing desktop and mobile hardware and software support to high-profile end-users. The role involves resolving a wide variety of requests, inquiries, and complaints using extensive technical knowledge of hardware and software. This individual will serve as the primary IT point of contact, supporting high-touch, high-profile customers, liaising with stakeholders, and driving service excellence through day-to-day actions. Strong customer service skills, including empathy, clear communication, and prompt issue resolution, are essential, as they directly impact the user experience by fostering trust, reducing downtime, and ensuring that high-profile clients feel supported and valued at every interaction. The successful candidate will have a strong knowledge of the end-user computing ecosystem and an ability to quickly learn applications and services. A high level of emotional intelligence (EQ) is necessary to succeed in this role, as it enables the specialist to navigate high-pressure situations, respond with empathy, and build strong relationships with high-profile users. Duties and Responsibilities Assist users in resolving computer-related issues such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through active listening and personalized techniques with a consistent focus on service excellence. Hardware support functions include, but are not limited to, end-user support, desktop support, laptop support, office setups, and mobile device support. Perform computer imaging and post-image configurations, preventative maintenance, and basic printer troubleshooting while coordinating with vendors for repairs. Software support functions include, but are not limited to, troubleshooting applications standard within Sidley's environment, installation and configuration of software, updates and preventative maintenance, and support of third-party applications in coordination with vendors. Identify inefficient IT processes, recommend improvements, and implement solutions using Microsoft tools such as PowerAutomate, PowerShell, and PowerApps to enhance support efficiency and internal IT collaboration. Manage deployed and inventory assets, maintaining accurate asset records for each user and each piece of equipment. Coordinate and perform hardware moves, changes, and exchanges. Provide break/fix support for telephony equipment, including handsets, telephone cords, and telephone base units. Assist with projects such as hardware or software upgrades, office moves, and special events. Manage and process hardware warranty claims and issues, and facilitate warranty repairs with third-party vendors. Maintain accurate records of user requests and incidents in the IT Service Management System. Perform other duties as required. Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. If an estimated salary range for this role is available, it will be provided in our Target Salary Range section. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits. Target Salary Range $72,000 - $90,000 if located in Washington DC Qualifications To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (Duties) above satisfactorily and meet the requirements below. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email ************************** (current employees should contact Human Resources). Education and/or Experience: Required: Bachelor's degree or equivalent work experience A minimum of 4 years of experience providing direct and exceptional user support in a high performance culture, including: Practical, working knowledge of how to support and troubleshoot Zoom, Intune, Okta, ProofPoint, O365 Applications (Outlook, Word, PowerPoint, SharePoint, Teams), NetDocs, Citrix, ServiceNow Experience supporting Windows-based computers, including Microsoft Windows 10/11 Experience supporting iOS, Android and MDM solutions Experience working with vendors on support cases Preferred: Law Firm or Professional Services experience A+, ITIL and Microsoft Office Application certifications PowerAutomate/PowerShell/Python scripting Experience with RPA tools, Microsoft Graph and Microsoft PowerApps Knowledge of AI Prompt Engineering, with an understanding of how to craft effective prompts to optimize interactions with AI tools Other Skills and Abilities: The following will also be required of the successful candidate: Strong organizational skills Strong attention to detail Good judgment Strong interpersonal communication skills Strong analytical and problem-solving skills Able to work harmoniously and effectively with others Able to preserve confidentiality and exercise discretion Able to work under pressure Able to manage multiple projects with competing deadlines and priorities Sidley Austin LLP is an Equal Opportunity Employer #LI-EC1

https://www.linkedin.com/jobs/view/**********/?eBP=CwEAAAGLjT4m_cYlcVZPNb6v-DuAe6E444kUtUApzaFt3O-9JP92fN5L8GjuCAA-RlQxYeLlwNazhxEBjLuxNVwkFI6ZXUOZ0SCUI_0nqsP5LJD6ze2DHIGx6HUXVHeFMQJImr1EwqqOzf7cGGE-HnRnF70rGMlg5h3ZUzXJ_Ig9On-MLzGSc4okpoW8q5WaldE1x44Wef8g6sU1RpKseVYrdqxAt6oTnzCvFdv90QLTq-o8G16fHCWTnSNW4Nx_fHbuOKOKiyR5hHdJMcb10LYT9WsfOB_JWoRt5JXJkMqB9L6YYVHJSukf6F2MwtssmTFZyQMKSebmzZo2htSgksKOcYMR22S9eiPM3BQlksRpgJI5wmdpa6iCYUjJgVvx&ref Id=JayItgDmuUKunPttf%2Bxxug%3D%3D&tracking Id=bSWXB3Sn3vtT29Z2V688Ig%3D%3D About the job Washington, District of Columbia Job Description Responsibilities: Foster and exemplify customer-first service. Assist with all technical support activities for the DC Office. May be asked to assist with technical support for other regional offices as needed. Monitor e-mail and skype for un-ticketed user requests and incidents that were not sent via the Service Desk and ticket as appropriate. Work closely with other firmwide IT techs as necessary to assist them with local technical issues and take proper steps to escalate to Regional Manager or Service Desk. Attend bi-monthly Technical Analyst meetings and provide feedback regarding best practices, lessons learned, new troubleshooting findings or methods. Support off-hours needs related to moves, computer room upgrades, scheduled maintenance outages, projects and urgent user support matters. Assist with occasional one-on-one user training. Initiate, complete, and follow-through with all assigned and self-generated tickets. Maintain IT Asset Management database to ensure it is kept current and accurate. Build firm standard PCs and laptops per firm guidelines. Organize, build, and maintain proper loaner and hot-swap equipment and deliver to users on time per firm guidelines. Assist with maintaining printer maintenance records and inventory, and, swap printers as equipment reaches end of life and new equipment is received. Serve as a vendor contact for all printer problems. Provide mobile device support for iPhones, Androids, and iPads in accordance with the firm's AirWatch program. Provide setup and support of remote access and two-factor authentication software (MFA). Advise DC-IT Manager regarding any requests or incidents that should be immediately reported to his/her attention. Provide proper follow-up, updates, and project status to the manager. Ensure proper follow-up is provided to all end users who may have reported a problem or requested technical assistance from the DC Technical Support group. Provide assistance with audio visual/teleconferencing setups, including: Laptop/projector connections. TVs including Plasma, LCD, or LED Support and maintain over 20 conference rooms including a conference center with 100 plus capacity. Support and setup our internal videoconference solution as well as external videoconferencing solutions such as WebEx, Skype and Zoom. Install and beta test new technology, and, assist with telecom-related issues as necessary. Support Wi-Fi, cellular data, laptop cards and Mi-Fi devices. Install and test new hardware and software technology. Assist with LAN cabling patching and troubleshooting; and act as remote hands for network engineers. Complete workstation set-ups for new arrivals, visitors, etc. and complete equipment moves per schedule and at times not scheduled. Perform approved software installations and other tasks as requested by the Regional IT Manager or as required by customers. In rotation with other local IT staff, serve as 24/7 on-call emergency technician. Closely monitor the ChangeGear service management system to ensure assigned tickets are updated in a timely manner. Use the best business protocol for follow up communication with an end user. Conduct routine inspections of various IT spaces, e.g., conference rooms, visitor offices, MDF, IDF rooms. Quickly assess and escalate hardware and/or network problems to third level IT support groups for assistance. Proactively review current infrastructure and assert good judgment to know when to coordinate equipment replacement during repair period. Participate in major IT projects and rollouts, assuming a key role as directed by the Regional Manager or Director. Qualifications: Customer service is paramount in this role. The candidate should have a desire to provide excellent customer service. Several years of law office support experience is desired. Experience should be specific to providing technical support to the firm's users. A working knowledge of legal applications including document management systems is also highly desired. Comprehensive knowledge of Active Directory, Microsoft Office Suites 2010 and above is required. Possessing an A+ or a similar computer certificate or degree in computer sciences is a plus. Additional understanding of printers, remote access tools and mobile devices are required. A basic understanding of network engineering and IP-based telecommunications is required. This position involves overtime and/or shifts on weekends or corporate holidays when necessary. Although an occasional requirement, the successful candidate must be willing and able to travel to and work temporarily in other offices for brief periods of time, both to domestic and/or international offices. Excellent organizational skills, customer service, and desk side support skills are required. The successful candidate must be self-motivated and possess a high attention to detail. Must also possess excellent interpersonal, critical thinking and time management skills, as well as excellent oral and written communication skills. This position requires ability to lift up to 50 pounds unassisted and seek assistance with lifting heavier or large/bulky parcels. Walking and standing for up to 4 hours at a time in an 7.50 hour shift is required. Must not possess any condition that would inhibit the ability to stoop, squat, or crawl under desks in order to service computers. This position description in no way states or implies that the responsibilities and tasks are the only responsibilities and tasks to be performed by the employee occupying this position. S/he will be required to follow any other instructions and to perform any other job-related duties as required by his/her manager. Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer. If you require an accommodation in order to apply for a position, please contact us at *********************************.

Requirements B.A. or B.S. in physical science, engineering or equivalent experience in a technical field At least five years post-degree work experience is preferred Proficiency working with basic hand tools and instrumentation Experience with principals of instrument calibration Hardworking, self-motivated, reliable, detail-oriented, and organized Excellent troubleshooting and problem-solving skills Ability to work independently and as part of a team Ability to lift and maneuver items that weigh up to 50 lbs. with manual lift equipment Possess valid driver's license and be able and willing to travel within DMV area (mileage will be reimbursed) Computer proficiency (Microsoft Office) WE OFFER AN EXCEPTIONAL EMPLOYEE BENEFITS PACKAGE! Competitive Industry Pay 100% Employer-Paid Medical Insurance Premium HSA with Employer Contributions Dental and Vision Coverage Options Paid Holidays Paid Vacation and Sick leave Company Funded 401(k) and Profit Sharing Plans Employee Stock Ownership Plan (ESOP) Life and Disability Insurance Paid Parental Leave Discretionary Bonus Eligibility The annual pay range for the System Support and Logistics Specialist position is $80,000 to $140,000. The posted pay range values provide the candidate with guidance on annual base compensation for the position, at a full time level of effort, exclusive of overtime, bonus, and benefits-related compensation, over a range of qualifications that may fit hiring objectives. Toyon Research Corporation will consider the individual candidate's education, work experience, applicable knowledge, skills and training, among other factors, when preparing an offer of employment. Pay Transparency Nondiscrimination Provision Equal Opportunity Employer including Disability and Veterans Applicant Privacy Notice Learn more about our company in our latest video, We are Toyon. The application window for this posting will remain open until the position is filled. Ref #2612-G

Carter Machinery Company, the authorized Caterpillar dealer serving Virginia, West Virginia, Maryland, Delaware and Washington D.C. is hiring a Customer Support Representative in Edgewood, Maryland. The Customer Support Representative is responsible for telephone and field product sales and support to prospect new opportunities to grow the parts, service and machine/rental business with assigned accounts; Collaborate and work with other sales team members to develop and deliver solutions to customers. Seeking candidates with a minimum two years of experience in heavy equipment industry, preferably with a service background; Demonstrated success in a sales environment, required; College degree in related field, preferred. Requirements for the Customer Support Representative position include: Excellent verbal and written communication skills. Excellent sales and customer service skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Ability to function well in a high-paced and at times stressful environment. Proficient with Microsoft Office Suite or related software such as Salesforce. Must have excellent driving record. Ability to travel and work hours required by job and customer demand. Promote a positive customer experience. Uphold the Core Values of Integrity, Commitment, Excellence and Teamwork by embracing The Carter Way. Physical requirements must be met for the Customer Support Representative job, including the ability sit or stand for prolonged periods of time. Able to lift, carry and maneuver items up to 20 pounds in weight. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. This job description is not intended to be all-inclusive. Additional duties may be assigned. Starting Compensation Range: $65,000 - $78,000 per year Actual base salary may vary based on experience, skills, qualifications, education, geographic location, and other relevant business considerations. In addition to base salary, the compensation package may include participation in performance-based incentive programs (e.g., discretionary or non-discretionary plans), as well as overtime eligibility depending on the role. Competitive Compensation and Benefits: Health, dental and vision insurance. Paid time off. 401(k), $0.75 to $1.25 match up to 6%. Life and disability insurance. In-house training instructors/programs. Tuition reimbursement. Employee referral bonus program. Discounts: cellular phone service, computers, tooling, cars and trucks. Opportunities for overtime. Shift differential (if applicable) Carter Machinery Co. Inc. is an EEO/AA Employer. All qualified individuals - including minorities, females, veterans, and individuals with disabilities, or any other characteristic protected by law - are encouraged to apply. Carter Machinery is a drug-free workplace.

Artech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost. Job Description Job Title: Deskside Support Representative Distributed Client Services Location: LINTHICUM,MD 21090 Duration: 12 months with possible extension should be able to diagnose and remedy complex Microsoft OS problem tickets, configure and install common applications and install/remove desktop PCs and monitors. Remote take-over skills a plus. Must have good verbal and written skills, as well as ability to interact positively with clients. Candidates should have valid driver's license and reliable transportation to travel to various local sites(on request only if client wants ) Qualifications share your resume asap Additional Information For more information, Please contact shubham 973-295-459*5

\# of openings **1** Salary Range (Min-Max) **00** **We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.** **Technology is our Passion. People are our Purpose.** We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind. We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated **Help Desk Support Technician - ECOSphere** for a Full-Time position. **Job Summary:** + Position OverviewProvides Tier 1 support for end users in a distributed PC/network environment. Supports hardware/software, connectivity, remote access, and basic application access issues; logs, tracks, resolves, and escalates incidents per service levels. **Key Responsibilities** - Respond to user support requests via phone, email, and direct customer contacts; provide courteous, solutions-oriented support.- Enter, manage, and document incidents in a ticketing system; ensure accurate categorization, notes, and closure confirmations.- Install and test PCs, printers, and peripherals; configure OS; load COTS and application software; perform upgrades and maintenance.- Troubleshoot hardware/software issues and coordinate repairs; perform diagnostics and restore normal operations.- Support Active Directory functions including password resets; support VPN, remote desktop/Bomgar, and network connectivity troubleshooting using command-line and standard tools.- Support MDM for mobile devices (iOS) and endpoint configuration as required.- Perform imaging tasks (including PXE boot imaging) and assist with system deployments and refresh cycles.- Perform manual antivirus scans after malicious incident notifications and follow documented response procedures.- Maintain relevant documentation and contribute to knowledge base articles to reduce repeat incidents.- Receive equipment deliveries, maintain inventory/records, assist with imaging systems, and prepare/track equipment shipments to customers.- Escalate unresolved issues to appropriate system engineers/administrators and communicate status to users per SLA. **Required Qualifications / Certification** - CompTIA A+ certification (or equivalent).- Proficiency resolving Tier 1 support issues via phone, email, remote desktop, and on-site support as required.- Working knowledge of Windows 10/11, Office 365, Adobe Acrobat DC; familiarity with Apple devices supported.- Experience with ticketing systems and customer service in IT support environments.Preferred Qualifications- Knowledge of cloud computing concepts (plus).- Experience supporting identity/access workflows and multi-application account provisioning (nice to have).. **Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!** **Our Profile** : We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More (************************** NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More (**************************** about our Benefits and Culture! \#NAI #DICE

The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of our company rests on the quality of our solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management. Be a part of the Telos culture and see what sets us apart! Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment! We are seeking a Helpdesk Agent / Technician to join our customer support team in a Department of Defense (DoD) environment. You will be responsible for taking technical calls from military end users with the goal of resolving the problem over the phone. Otherwise you will dispatch spare parts and track delivery / operational status of the system. We're always on the lookout for exceptional (Job Title) to join our growing team. This is an evergreen job posting intended to build a pipeline of talented individuals for future openings across multiple teams. Responsibilities: Provides Tier II and III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve technical support issues for end-users of the organization's products and services. Uses automated information systems to analyze routine situations. Reviews incoming requests (both computer generated and verbal) sort, code, and prioritize for proper action. Resolves problems or contacts more senior technical support as necessary. Supports users by fulfilling individual requests for support or replacement parts in the utilization of the various systems available. Conducts technical research for source of information required in support of request for information related to ongoing programs. Instructs users in the use of systems specific to the government contract. Interacts with other team members, such as network services, engineering, and/or information systems to restore services and/or identify and correct the core problem. Meet all contractual SLAs (service level agreements) and AQLs (acceptable quality levels). Requirements Qualifications: High School Diploma w/ 4-5 years of experience minimum Experience with ServiceNow is preferred but not required An active DoD Secret Clearance is required or the ability to obtain. Preference will be given to those applicants with an active DoD Secret Clearance Minimum IAT Level II certification in accordance with DoD 8570.01-M (Security+ CE certification or higher) required Strong written and verbal communications skills and the ability to interact with people at all levels are required A professional attitude regarding attention to detail and customer service and excellent organizational skills are required. Telos maintains a drug-free workplace and will conduct drug testing on all applicants who have accepted an offer of employment, Telos Corporation participates in the E-Verify program. Therefore, any employment with Telos will also be contingent upon confirmation from the Social Security Administration (“SSA”) and/or the Department of Homeland Security (“DHS”) of your authorization to work in the United States. Telos Corporation and its subsidiaries are committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Telos Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at **************. If you require relay service assistance, please click on the following link to review information on your state's relay service: ************************************************* Telos Corporation is an EEO/AA employer.

Be accountable for all support cases for US customers and be the first point of escalation should they require anything to be expedited. Joint ownership of US customers portfolios, supporting CSMs where needed to enable an accurate setup and configuration based on set objectives. Keep all internal customer and document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes. Carry out regular audits for your portfolio of customers and report back to CSM's where necessary. Document all updates and findings against each customer within Infinity's internal systems. Maintain an advanced level understanding of the Infinity interface and front-end configuration and be able to demonstrate this to both internal colleagues and customers. Manage your time efficiently to prioritize complex support queries in a high-pressured environment. Main responsibilities include managing day to day general workload and other Support queues in accordance with departmental SLA's. Always ensure deadlines are met and use initiative, keeping the business vision at the forefront of your decisions. Be confident on the phone and able to engage with all levels of contacts within the client accounts. Ability to handle complex and challenging conversations. Show commercial awareness and be mindful of the contract value for the customers you assist on a daily basis. Be responsible for the setup and accuracy of the billing of US accounts each month. Be active in gaining constant positive feedback in forums, such as the Google Apps Gallery, maintaining the company's high Net Promoter Score. One of the team's USP is our “very helpful and efficient Support Team”. This is an expectation we continue to fulfill and exceed on a daily basis. Attend offsite face-to-face meetings where required to help assist CSM's and take onboard any operational actions for the customer. Always ensure full and comprehensive notes have been taken and documented within Infinity internal systems. Represent the department at all times both onsite and offsite. Attend social events and company functions at every possible opportunity. Aspire to maintain the professional, knowledgeable, helpful and approachable reputation of the department. Provide additional ad hoc support to the Customer Experience department as and when required, such as help writing training content, produce process documents etc. Suggest improvements where applicable and encourage a positive adoption of new processes to newer members of the team. Ability to thrive in a startup environment with enthusiasm and want to make a big impact. AA/BA desirable 1+ years of customer service experience Experience in B2B software or call tracking preferred but not required Customer focused individual who is self-motivated Ability to build strong trusted relationships Strong time management and prioritization skills Ability to use own initiative and think ‘outside the box' Excellent telephone manner, with strong written and oral communication skills Takes on ownership and accountability A valued team member who upholds Infinity values and professional integrity. Proven experience in providing help desk support, customer service or account management, and sales Knowledge of most standard desktop software applications e.g. G Suite: sheets, docs, gmail, and MS Office suite Experience with using Salesforce would be advantageous but not required Able to travel to the UK on occasion Salary: $35-$40,000 **NO RECRUITERS**

Job Description Job Title: IT Support Team Lead - End User Ops Period: 09/15/2024 to 09/15/2025 - potential for extension Hours/Week: 40 hours Rate: $85/hour Contract Type: W2 only Scope of Services: The IT Support Team Lead - End User Ops will be responsible for leading and supporting the local IT team in providing comprehensive IT service desk and deskside support. This role involves overseeing technical end-user support operations, driving service and process improvements, and ensuring high levels of user satisfaction and operational efficiency. Role, Responsibilities, and Deliverables: Lead and support the local IT team in providing IT service desk and deskside support, ensuring efficient and effective technical end-user assistance. Identify opportunities for continuous service and process improvement initiatives related to enhancing the end-user experience. Manage, measure, and report on key performance indicators (KPIs), including user satisfaction and operational service level agreements (SLAs). Coordinate and deliver technical support for long-standing issues impacting the end-user experience, ensuring timely resolution and minimal disruption. Work closely with business teams on escalations, coordinating actions with other IT teams, and providing regular updates to senior leadership. Develop and maintain strong relationships with end-users, stakeholders, and IT teams to facilitate smooth communication and collaboration. Implement best practices for IT support processes, ensuring adherence to industry standards and organizational policies. Provide mentorship and guidance to IT support staff, fostering a culture of continuous learning and professional development. Education & Experience: Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role. Extensive experience in providing IT service desk and deskside support, including troubleshooting hardware, software, and network issues. Proven track record of driving service and process improvement initiatives in an IT support environment. Strong understanding of ITIL framework and best practices for IT service management. Excellent communication, interpersonal, and leadership skills, with the ability to work effectively with diverse teams and stakeholders. Proficiency in using IT support tools and systems, such as ticketing systems, remote support tools, and knowledge management systems. Ability to analyze data, generate reports, and present findings to senior leadership. Certification in ITIL, CompTIA A+, or related fields is highly desirable. Skills: Strong leadership and team management abilities Advanced problem-solving and analytical skills Proficiency in IT support tools and systems Excellent communication and interpersonal skills Ability to drive service and process improvement initiatives Strong understanding of ITIL framework and best practices Experience with managing KPIs and SLAs Ability to work effectively under pressure and meet deadlines High level of integrity and professionalism in handling sensitive information

Welcome to the official site for employment opportunities at MICA. At MICA, we empower our employees to use their talent in a variety of ways. We are pleased that you are interested in career opportunities offered at MICA. Job Title: Support Technician Department: Technology Services Division: Technology Systems and Services FLSA Status: Non-Exempt Reports to: Lead AV/Support Technician (Tier 1) Grade: 5 Union: SEIU Local 500 Hourly Rate: $22.80 - $28.46 General purpose: The Support Technician will serve as a critical link between the Tier 1 Helpdesk and Tier 2 Support team, ensuring effective communication and collaboration to enhance the support of systems, software, hardware, and related technologies, ultimately meeting the academic technology needs of our institution. Summary Duties and Responsibilities: Provide responsive help desk customer support to MICA faculty, staff, and students. First contact, troubleshoot, and resolve general hardware and software issues, ensuring minimal disruption to academic activities. Install, upgrade, and support MICA devices, including PCs, mobile devices, printers, and connected peripherals. Implement and maintain applications and systems that support academic and administrative technology objectives. Work effectively with other Technology staff members to accomplish goals. Support software licensing, asset management, distribution, and compliance processes, collaborating with the TSS team to ensure reliable service. Provide documentation, and guidance to MICA faculty, staff, and students on technology best practices. Collaborate effectively with Tier 2/3 technical teams to quickly address tickets, ensuring timely resolutions, escalation, or de-escalation within the support structure. Maintain and update technology documentation on procedures and policies as requested in storage location or/and online. Provide Tier 1 phone and email support. Assist students, faculty, and staff with digital print press workflows, including file preparation, print formatting, color management guidance, and troubleshooting print errors to ensure successful output. Perform other related duties as assigned. Knowledge, Skills, and Abilities Strong problem-solving abilities and effective communication skills, capable of conveying technical information to non-technical users. Ability to work collaboratively in a team-oriented environment with a strong focus on customer service. Ability to identify underlying problems as they relate to incidents. Self-motivated with a strong aptitude for quickly learning new technologies and systems. Process-oriented. Minimum qualifications: High school diploma or equivalent Minimum of 2 years of experience in IT or related field Experience in troubleshooting Mac and PC hardware and software issues Experience working with Windows and OS X/ mac OS Experience with basic networking (wired and wireless) Working knowledge of mobile management technology Preferred Qualifications: Apple Certified Mac Technician (ACMT) or Microsoft Certified Professional (MCP) Experience working in higher education or a large institution Experience with endpoint management platforms Reporting to this position: No direct reports Conditions of Employment: Satisfactory background check Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands: While performing the duties of the job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. (may be adjusted depending on position) Work environment: While performing the duties of the job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal. Required training: Handbook orientation, Anti-Harassment, Hazard Communication, Emergency Plans & Fire Prevention, Personal Protection Equipment. Maryland Institute College of Art is committed to its policy of providing equal opportunity regardless of race, color, creed, national origin, religion, gender, sexual orientation, marital status, age, disability, or veteran status (disabled, Vietnam-era, or otherwise). Furthermore, the College does not tolerate any form of sex discrimination, including sexual harassment or sexual violence. This policy applies to all programs, facilities, and activities provided by Maryland Institute College of Art, including but not limited to admission, educational programs, and employment. Applicants must apply online for each job in which they are interested. You will not be considered for any job for which you have not specifically applied. We do not accept applications via email, U.S. mail, or fax. Successful candidates for any staff or faculty positions will be subject to a pre-employment background check. MICA provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application and hiring process, please contact Human Resources at ************.