Adelphi, MD

Support Jobs in Adelphi, MD

2 jobs found

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1mo ago

Helpdesk Support Specialist I

Na Ali'i Consulting & Sales, LLC. Adelphi, MD

Adelphi, MD

1mo ago Closed

$80k - $100k/yr Full time End User Support Hardware Support Help Desk

This position is no longer accepting applications (closed Nov 5, 2026).

Job Description

Support a Tier 1 help desk for customer and internal IT requests in an onsite role in Adelphi, MD.

Responsibilities

Serve as the initial point of contact for user-reported issues and requests.
Identify, triage, track, assign, resolve, and disposition tickets for customer and internal needs.
Provide troubleshooting and support across multiple operating systems, including computer imaging, profile creation, application installation, and hardware/software upgrades.
Track and support printer maintenance, connectivity, and setup.
Submit and manage service tickets for printer support tasks such as installing toner cartridges and fuse kits.
Maintain accountability for mobility devices.
Provide alternate Information Management Officer (IMO) support, including hardware and software requests, workstation and mobile device setup and support, DEPO back up, and email account support.
Gather, respond to, resolve, or forward customer telecommunications requirements and problems.
Maintain software license accountability and document lifecycle replacement activities for end user devices including computers, printers, laptops, scanners, and other hardware.
Submit local service requests (LSRs) and installation RNEC helpdesk ticket requests as appropriate.
Ensure personal accounts and authentication tokens remain active, secure, and compliant with IT policies to prevent service disruptions.
Identify hardware components that are out of warranty for warranty replacement or purchase recommendations.
Coordinate with the Center and the installation RNEC telephone control officer (TCO) to minimize interruptions.
Manage requests in the ticketing system by collecting information, performing research, and communicating updates to customers.
Convert Portal tickets to ServiceNow when escalation is required, then track and close issues with customer feedback as part of the process.

Requirements

Provide Tier 1 help desk support to desktop systems, including imaging, troubleshooting, resolving, escalating, and application troubleshooting.
Provide DREN Tier 1 support, including troubleshooting and patching DREN and troubleshooting network issues.
Perform warranty replacement identification or support purchase hardware replacement for out-of-warranty parts.
Bachelor’s degree in IT, Computer Science, or a related field.
5+ years of technical support experience.
2+ years in a Tier 1 support role.
Required certification: Security+ CE.
U.S. Citizen with a Secret clearance.

Tools & Technologies

Security+ CE
SecurityX / CASP+
CCNP Security
CISA
FITSP-O
GICSP
SSCP
DEPO
ServiceNow
Portal

Certifications

Required: Security+ CE
Desired (not required): SecurityX / CASP+, CCNP Security, CISA, FITSP-O, GICSP, SSCP

Location & Compensation

Location: Adelphi, MD (onsite)
Salary: USD 80,000 - 100,000 per year

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3mo ago

Help Desk Coordinator

Black Bear Technology Solutions, LLC Adelphi, MD

Adelphi, MD

3mo ago Closed

$54k - $64k/yr Full time End User Support Help Desk Support Incident Management

This position is no longer accepting applications (closed Aug 24, 2026).

Job Description

Black Bear Technology Solutions, LLC is seeking an experienced Help Desk Coordinator to oversee the flow of IT service requests and incidents, applying ITIL practices to keep ServiceNow queues moving and SLAs met. This onsite role in Adelphi, MD supports IT operations while improving the user experience for a broad enterprise environment.

Responsibilities

Coordinate the intake and progression of service requests and incidents using ITIL-based methods.
Leverage ServiceNow to track ticket status and document incidents.
Ensure prompt recognition, investigation, containment, resolution, and post-resolution follow-up.
Resolve routine issues independently and escalate more complex cases to Tier 2 or supervisory staff.
Collaborate with Service Desk Leads and IT teams to prioritize and coordinate fixes.
Monitor service metrics and generate reports to improve response times and delivery.
Continuously enhance the service desk operation with a focus on user experience and IT process improvements.
Provide guidance and training to junior personnel as needed.
Maintain efficiency and performance in incident management across enterprise support environments.

Requirements

At least five years of experience in IT support or help desk operations.
Bachelor’s degree, or a high school diploma with an additional two years of relevant experience.

Technologies

ITIL
ServiceNow

Benefits

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Clearance Required

Active Secret Clearance

Location

Adelphi, MD (onsite)

Job Types

Full-time
Contract

Salary

$54,000 - $64,000 per year

Work Location

In person

Security Clearance

Top Secret (Required)

Certifications (Required)

IAT II certification - CompTIA (Network+, Security+, or equivalent)
ITIL v4 Foundation
Must meet DoD 8750 and 8140 compliance requirements

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Support Jobs in Adelphi, MD

Helpdesk Support Specialist I

Help Desk Coordinator

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