Desktop Support Specialist

Position: Desktop Support Specialist (I)
Overview

We are seeking a Desktop Support Technician to provide full-time, on-site IT support at a federal scientific research facility in Frederick, Maryland. This role is responsible for installing, configuring, maintaining, and troubleshooting computer hardware, software, and peripheral equipment to support daily operations across a large research campus.

The Desktop Support Technician will assist end users with technical issues, set up computing equipment, resolve routine service requests, and maintain accurate documentation within an electronic ticketing system. This position requires strong customer service skills, technical troubleshooting abilities, and a commitment to providing timely and dependable IT support.

The ideal candidate will have foundational knowledge of Windows and macOS operating systems, computer hardware, software installation, and peripheral devices. This position requires regular movement between campus buildings, hands‑on equipment installation, and collaboration with other IT support technicians.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

Hourly: $35.18 per hour

Fulltime onsite in Frederick, MD

Hours

• 8 hours on‑site
• Monday – Friday
• 8:00am – 4:30pm

** An In Person interview will be required for this role**

Responsibilities

• Install, configure, and maintain desktop computers, laptops, monitors, printers, and peripheral devices.

• Set up and connect computing equipment according to established procedures and end-user requirements.

• Troubleshoot hardware, software, Windows, and macOS issues using a systematic approach.

• Diagnose and resolve routine technical problems and elevate complex issues to appropriate IT support personnel.

• Install, configure, and troubleshoot software applications and operating system components.

• Configure network drive mappings, printer connections, and other standard workstation settings.

• Install, remove, and replace internal computer hardware components using approved procedures.

• Deliver, install, and configure computing equipment in offices and work areas throughout the campus.

• Respond to technical support requests and provide timely assistance to end users.

• Document service requests, troubleshooting steps, work performed, and resolutions accurately in the electronic ticketing system.

• Communicate professionally with end users through email, chat, telephone, and in-person interactions.

• Coordinate with other IT technicians to resolve issues and complete assigned support activities.

• Follow established technical procedures, service standards, and organizational IT policies.

• Maintain dependable attendance and arrive on time for scheduled service appointments and assigned work.

• Provide courteous, professional customer service while supporting technical needs across the organization.

• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent.

• Basic knowledge of Windows and macOS operating systems.

• Familiarity with desktop and laptop computer hardware, printers, monitors, and peripheral devices.

• Understanding of common software installation, configuration, and troubleshooting procedures.

• Ability to diagnose and resolve routine technical issues using logical troubleshooting methods.

• Ability to follow written technical procedures and maintain accurate service documentation.

• Strong customer service skills with the ability to assist end users professionally and effectively.

• Excellent verbal and written communication skills.

• Strong attention to detail and organizational skills.

• Ability to work independently and collaboratively within an IT support…