Help Desk Specialist

US Electrical Services is seeking an onsite Help Desk Specialist to deliver advanced technical support and manage modern endpoint deployments across onsite and remote users.

Responsibilities

• Provide Level 2 and Level 3 support for USESI business applications and Microsoft 365 applications (including Outlook), plus computers, printers, peripherals, and network connectivity.
• Diagnose hardware, software, and connectivity issues using monitoring tools, remote management applications, and available technical resources.
• Restore services and escalate urgent or complex incidents to the appropriate teams.
• Support Tier 1 and Tier 2 staff by guiding troubleshooting steps and applying critical thinking to undocumented issues.
• Perform root cause analysis to reduce recurring problems.
• Communicate clearly and follow up until incidents and requests are resolved.
• Deliver customer-focused support while meeting established service targets and SLAs.
• Log incidents, service requests, troubleshooting steps, and resolutions in Jira Service Management.
• Maintain accurate support documentation and knowledge articles.
• Follow Service Desk processes for incident, request, change, release, and problem management.
• Configure, deploy, and manage Windows endpoints using Microsoft Intune and Windows Autopilot.
• Support the transition from traditional desktop imaging to modern deployment methods.
• Create, maintain, and troubleshoot Intune configuration profiles, compliance policies, application packages, and update policies in coordination with infrastructure and security teams.
• Troubleshoot device enrollment, provisioning, policy synchronization, and application deployment issues for both onsite and remote users.
• Maintain device provisioning, deployment, and retirement procedures.
• Standardize device configurations and application assignments based on employee roles and business requirements.
• Install, diagnose, repair, upgrade, and maintain supported computers and peripherals.
• Perform approved software upgrades and deployments, obtaining required authorization for new software.
• Assist infrastructure teams with approved server upgrades and maintenance, following change procedures and obtaining required hardware approvals.
• Collaborate with IT teams and vendors to evaluate technologies, run proofs of concept, and implement reliable solutions aligned with business needs and industry best practices.
• Configure, maintain, and troubleshoot Axis IP cameras, including network connectivity, Power over Ethernet (PoE), firmware updates, and video management system integration.
• Resolve camera availability, image quality, recording, and remote viewing issues with network teams and vendors.
• Maintain camera location and configuration records, coordinating installation and replacement with onsite teams or vendors.
• Assist with installation and deployment of routers, switches, and phones.
• Assist with data migrations during projects and corporate acquisitions.
• Assist with onsite evaluations of IT assets during corporate acquisitions.
• Support scheduled weekend cutovers and install networking equipment for project work.
• Travel to other USESI locations as needed for projects, equipment deployments, acquisitions, and onsite troubleshooting.
• Participate in on-call coverage as assigned and respond to urgent IT issues outside normal business hours, including evenings and weekends.

Requirements

• 5+ years of relevant IT support experience.
• Proficiency with supported Microsoft 365 applications, Windows endpoint operating systems, and desktop, laptop, and tablet hardware; familiarity with Windows Server environments relevant to assigned support duties.
• Knowledge of Active Directory and Microsoft Entra ID, including their roles in identity and device management with Microsoft Intune and Windows Autopilot integration.
• Understanding of modern endpoint management across the device lifecycle: enrollment, provisioning, configuration, compliance, updates, and retirement.
• Advanced knowledge of LAN and wireless technologies is preferred.
• Working knowledge of IP video surveillance, PoE, and video management systems is required.
• Strong customer service, communication, documentation, and problem-solving skills; ability to work independently and collaborate across the organization.
• PowerShell scripting familiarity is preferred to automate deployment and support tasks.

Technologies

• Windows 11
• Active Directory
• Microsoft 365
• Microsoft Intune
• Windows Autopilot
• Axis IP cameras
• Jira Service Management
• Microsoft Entra ID
• PowerShell
• Power over Ethernet (PoE)
• IP video surveillance
• Video management systems

Benefits

• Medical, Dental, Vision, Rx coverage
• Paid Parental Leave
• TeleMedicine
• Matching 401(k)
• Company-paid Life Insurance + (AD&D)
• Supplemental Life Insurance
• Short and Long Term Disability
• Flexible Spending Accounts
• Employee Assistance Program (EAP)
• Choice of Voluntary Benefits including identity theft

Work Environment and Physical Requirements

• The duties below may be performed with or without reasonable accommodation.
• Regularly use a computer and related equipment for troubleshooting, documentation, and communication.
• Access workstations, equipment rooms, and other support areas to install, inspect, and service IT equipment, including tasks that may involve sitting, standing, walking, bending, kneeling, or reaching.
• Lift, move, and position computers, monitors, printers, and related IT equipment using assistance or handling equipment as needed.

Location: Landover, MD (onsite)

Compensation: USD 25 - 40 per hourly

Experience: 5+ years required

Full-time benefits note: Full-time employees are eligible for the following comprehensive benefit plan: