IT User Support Specialist

Final date to receive applications:
Friday, June 26, 2026

The IT User Support Specialist is responsible for delivering high-quality end-user technical support and operational IT services across the University System of Maryland Office (USMO). This role supports day-to‑day technology needs for staff and executive leadership, including Microsoft 365 services, endpoint devices, collaboration platforms, and audiovisual (AV) environments.

The position plays a critical role in ensuring continuity of operations, supporting executive‑level functions, and enabling successful delivery of high‑visibility meetings and events, including Board of Regents activities. The IT User Support Specialist also contributes to IT modernization efforts and enterprise service improvements.

Please note: this is a 1‑year contractual position with the potential for renewal.

• Provides Tier 1–2 technical support via ticketing systems (Team Dynamix/RT), email, Microsoft Teams, and walk‑up requests.
• Diagnoses and resolves issues related to hardware, software, user access, and connectivity.
• Supports Microsoft 365 applications (Outlook, Teams, SharePoint, One Drive).
• Supports enterprise applications (e.g., Adobe, Zoom, Tango).
• Assists users with cloud file sharing, storage, and collaboration workflows.
• Troubleshoots mobile devices (email, MFA, Teams, Zoom, etc.).
• Troubleshoots printing, peripherals, and workstation configurations.
• Troubleshoots Wi‑Fi connectivity and network access issues.
• Escalates complex or unresolved issues to senior IT staff.
• Delivers high‑priority IT support to executive leadership.
• Ensures readiness of executive devices, accounts, and meeting environments.
• Handles sensitive requests with discretion and urgency.
• Conducts USM Office site visits as needed.

• Creates and manages user accounts, shared mailboxes, and distribution groups.
• Configures mailbox permissions, delegation, and calendar access.
• Supports employee onboarding and offboarding (account provisioning and access management).
• Tracks and manages service requests using ITSM tools.
• Documents issues, resolutions, and trends.
• Contributes to knowledge base articles, SOPs, and IT operations documentation.

• Configures and deploys laptops, desktops, mobile devices, and peripherals.
• Performs system imaging, software installation, and endpoint setup.
• Supports device lifecycle activities (replacements, upgrades, reconfigurations).

• Configures, tests, and supports AV systems for meetings and hybrid events.
• Provides live technical support for high‑visibility meetings and Board of Regents events.
• Supports conference room technologies and hybrid platforms.

• Assists with phishing, spam, and security incident response.
• Supports access control and authentication processes.
• Escalates potential security risks.
• Provides basic support for phone/security systems (as needed).
• Participates in IT initiatives (M365 enhancements, endpoint modernization, ITSM, AI/Copilot).
• Supports testing, deployments, documentation, and user training for projects.

$66,500-$80,500

High School Diploma or GED.

Three (3) years of experience with Windows and MacOS operating systems and Office 365 applications, including two (2) years of experience providing user support, user training, and/or programming.

• Demonstrated knowledge of and proficiency in configuring and supporting Microsoft Windows, MacOS, and Microsoft Office/Microsoft 365 applications across platforms.
• Ability to diagnose, troubleshoot, and resolve technical issues efficiently, minimizing disruption to end‑user productivity.
• Strong interpersonal and communication skills, with the ability to clearly explain technical concepts to users with varying levels of technical proficiency and accurately assess user needs.
• Proficiency in supporting mobile devices, including iOS and Android platforms, as well as associated applications…