Service Desk Support Specialist

The Service Desk Support Specialist is responsible for responding to requests that are received to our management services department. This role requires strong communication skills and will be communicating with clients to keep them informed on the progress of their requests.

Primary Roles and Responsibilities

• Working on staff onboarding and offboarding requests for our clients
• Create Network/Office365 accounts for new users and remotely set up their desktop profiles.
• Communicate with clients, keeping them informed on the progress of their service requests

• Minimum of 2 years experience in IT with excellent customer service background and strong interpersonal communications skills
• Hands-on experience with Windows Server Active Directory (ADUC)
• Configure and troubleshoot Windows 10, Windows 11 and Mac OS X
• Ability to troubleshoot Windows issues and basic network troubleshooting
• Experience administering Microsoft Office 365
• Basic knowledge of PowerShell
• Documentation management skills
• Ability to manage outside vendors to resolve client service requests
• Effective multi-tasking skills and ability to succeed in up-tempo work environments and meet deadlines
• Versality to adapt and research new ideas and methods, and demonstrated ability to analyze problems and make decisions
• Experience working within a managed service provider environment
• Experience working with ConnectWise Automate and ConnectWise Manage a plus

Pulled from the full job description Referral program Tuition reimbursement AD&D insurance Health insurance 401(k) matching Paid time off Vision insurance, MainSpring is an IT strategy and consulting firm that arms organizations with the strategy, tools and resources to grow. We foster a family-friendly, innovative, challenging, fun working environment earning the distinction of being one of The Washingtonian’s 50 Great Places to Work and countless awards for employee programs, growth and innovation.

• Medical, Dental and Vision coverage for employee and family
• 401k + company matched contributions 4% match on 5% contribution - Employee contribute on the 1st day of the month after 30 days; Company contributes on the first day of the quarter after 1 year - no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term and Long-Term Disability coverage (voluntary enrollment, company provided)
• Health Reimbursement Account (HRA) w/ medical coverage
• 7 Paid Holidays + 1 Floating Holiday
• Paid Time Off (PTO)
• Bonus plans
• Tuition Reimbursement Program
• Employee Assistance Program
• Employee Referral Program
• Dynamic Recognition and Rewards
• Work with Industry-Leading Talent
• Promotion and Advancement Tracks

Founded in 1993, MainSpring is headquartered in Frederick, Maryland and supports a wide range of clients including businesses, non-profits and government agencies.