The IT Service Desk Support Specialist role provides onsite frontline IT assistance for Music & Arts, supporting store, field, corporate, remote, and hybrid users in Frederick, MD. The position centers on resolving requests, maintaining user access, supporting devices and applications, coordinating escalations, meeting service level targets, and improving documentation.
Summary
The role delivers frontline IT support across store, field, corporate, remote, and hybrid environments, handling requests, preserving user access, supporting devices and applications, coordinating escalations, adhering to SLA expectations, and strengthening knowledge through documentation updates.
Responsibilities
- Represent Information Systems staff, teams, and services to end users in a professional, courteous, and effective manner.
- Deliver Tier 1 IT support to end users and system administrators across store, field, corporate, remote, and hybrid environments.
- Respond to inquiries, troubleshoot issues, guide users on hardware and software functionality, and communicate support procedures and policy.
- Triage and resolve incoming calls, emails, chats, and tickets while maintaining precise work history in the ticketing system.
- Assess requests based on urgency, business impact, user impact, operational need, and SLA expectations.
- Guide users through diagnostics to resolve issues with desktops, laptops, applications, account access, connectivity, remote access, mobile devices, hardware, peripherals, and basic network problems.
- Provide basic account and access support including setup, password resets, unlocks, permissions, group membership updates, profile changes, email access support, and related login issues.
- Assist with productivity tools and enterprise applications by providing access help, configuration guidance, usage instructions, and basic troubleshooting.
- Support mobile devices, remote access, and hybrid work by aiding enrollment, authentication, configuration, connectivity, synchronization, and application access issues.
- Conduct device imaging, deployment, replacement, endpoint setup, and lifecycle support for desktops, laptops, peripherals, and store or field equipment.
- Assist with IT asset inventory, equipment logistics, device tracking, shipping and receiving, replacement, and hardware refresh activities.
- Support store technology and POS related requests such as user access, profile management, basic troubleshooting, documentation, and escalation coordination.
- Own issues through follow-up, documentation, escalation tracking, user communications, and final resolution, even when work is routed to other teams.
- Coordinate with escalation teams to resolve network, telecom, phone, power, infrastructure, application, security, and access issues promptly.
- Meet or exceed SLA targets by using contact and escalation lists, documentation, prioritization standards, and established procedures.
- Create and maintain knowledge base articles to improve support quality, training, consistency, and first contact resolution.
- Identify recurring issues and process gaps, pursuing opportunities to improve the quality, speed, and consistency of IT support.
- Maintain in-depth knowledge of supported systems, services, procedures, policies, and escalation paths.
- Perform additional duties as assigned.
Requirements
- High school diploma or GED is required.
- 1 to 3 years of relevant IT support experience in IT service desk, help desk, desktop support, retail systems support, or related technical support roles.
- Clear, concise, and courteous communication with technical and non-technical users via phone, email, chat, ticketing, and in-person support.
- Ability to manage multiple priorities, document work accurately, follow procedures, and own issues through resolution.
- Ability to provide support during off hours as business needs require.
Technologies
- Windows desktop and laptop support
- Active Directory
- Azure AD / Microsoft Entra ID
- Microsoft 365 suite
- Exchange Online and Outlook support
- Microsoft Teams
- OneDrive
- SharePoint
- Excel, Word, and PowerPoint
- VPN and remote access troubleshooting
- MFA and authentication support
- Security groups, distribution groups, permissions, and licensing
- iOS and Android mobile device support
- MDM support
- Desktop imaging and deployment
- Device lifecycle management
- IT asset inventory and logistics
- POS system support
- Ticketing systems, incident management, problem management, and SLA management
- Basic LAN, Wi-Fi, and network troubleshooting
- Enterprise application support
- Knowledgebase documentation
Benefits
- Medical, Dental, Vision
- 401K plus company match
- Mental health support
- Paid sick/holiday/vacation time
- Employee discount program
- Tuition reimbursement options
- Gig leave (time off to pursue music)
Role Summary
This position provides frontline IT support for store, field, corporate, remote, and hybrid users. It emphasizes resolving support requests, maintaining user access, supporting end-user devices and applications, coordinating escalations, meeting service level expectations, maintaining accurate records, and enhancing support documentation.
Pay Rate
USD 68,000 - 90,000 per year, depending on background and experience.
