Support Jobs in Hyattsville, MD

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5d ago

Help Desk Technician

Archdiocese of Washington Hyattsville, MD

Hyattsville, MD

5d ago

Full time Active Directory Application Support Cloud Platforms

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Job Description

Responsibilities

Provide frontline and second-line support to staff through phone, email, chat, and on-site interactions.
Diagnose and resolve problems with desktop and laptop hardware, software, printers, VOIP handsets, mobile devices, and network connectivity.
Log, prioritize, and document requests using help desk ticketing systems.
Configure and deploy devices, including imaging, user provisioning, and software installation.
Develop and maintain technical documentation and user manuals.
Create and update automation scripts to handle recurring tasks on Windows and macOS.
Support Microsoft 365 collaboration tools and manage access via Active Directory / Entra, file storage systems, and Office 365 in daily operations.
Coordinate with vendors to escalate and resolve complex technical issues.
Assist with onboarding and offboarding of employees.
Identify opportunities to streamline workflows, support processes, and the user experience.

Requirements

An associate degree in a technical field or equivalent certifications.
CompTIA A+ certification or higher may substitute for the degree requirement.
Three to five years of experience in a Help Desk or IT Support role.
Strong knowledge of Windows and macOS operating systems.
Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.
Excellent communication, problem-solving, and organizational skills.
A customer-first mindset with a commitment to helping and educating users.
Experience using remote support tools for diagnosing and resolving technical issues.

Technologies

Windows
macOS
Jira
ServiceNow
Freshservice
Microsoft 365
Active Directory
Entra
Office 365

Education and Certifications

Associate degree in a technical field or equivalent certifications.
CompTIA A+ certification (or higher) may substitute for the degree requirement.

Experience

Three to five years of experience in a Help Desk or IT Support role.
Strong knowledge of Windows and macOS operating systems.
Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.
Excellent communication, problem-solving, and organizational skills.
A customer-first mindset with a desire to help and educate users.
Experience using remote support tools for diagnosing and resolving technical issues.

Skills and Attributes

Strong written communication, including technical documentation.
Excellent customer service and interpersonal skills.
Ability to work independently and manage time effectively.
Sensitivity to working in a Catholic ministry setting; commitment to respectful, mission-aligned service.

Preferred Qualifications

Interest or foundational knowledge in networking, including wireless access points, firewalls, and switches.
Experience using automation tools and developing or updating scripts for Windows and macOS to streamline tasks.
Willingness to travel between Archdiocese sites with reliable transportation.
Prior experience supporting technology in schools, parishes, or nonprofit environments.
Understanding of Catholic organizational structure and respect for the Church mission.

Work Environment and Physical Demands

This is an office-based role involving regular use of standard office equipment. The position requires the ability to lift and carry desktop computers and printers up to 25 pounds; reasonable accommodations are available.

Position Details

Employment Type: Full-Time (40 hours per week)
Travel: Occasional travel to affiliated sites and meetings within the Archdiocese

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