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# IT Service Desk

- **Company:** Bill Alexander Ford Lincoln Mercury, Inc.
- **Location:** Timonium, MD, United States (Remote available)
- **Salary:** $44,928.0
- **Contract:** Permanent contract
- **Skills:** Apple Mac Systems, JIRA, Business Software, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Information Technology Operations, Virtual Private Networks (VPN), Network Troubleshooting, Remote Access Technology, TCP/IP, Information Technology, Zendesk, User Administration, Servicenow
- **Published:** May 27, 2026
- **Apply:** https://www.careerjet.com/jobad/use5d75d243699115e82c400459d8d444a

## About the Role

* Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
 * 1-4+ years of experience in IT support, help desk, or service desk roles.
 * Strong knowledge of Windows/macOS environments and common business applications.
 * Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management).
 * Basic understanding of networking concepts (TCP/IP, VPNs, DNS, DHCP).
 * Excellent troubleshooting and problem-solving skills.
 * Strong communication and interpersonal abilities.
 * Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.
 * Ability to work independently in a remote and fast-paced environment.

Core Competencies

 * Technical Troubleshooting
 * Customer Service Excellence
 * Time Management & Prioritization
 * Attention to Detail
 * Communication Skills
 * Adaptability in Remote Work Environments

## Description

We are seeking a reliable and customer-focused IT Service Desk Specialist to provide first-level technical support and ensure seamless IT operations for end users. This role is responsible for troubleshooting hardware and software issues, resolving service requests, and maintaining a high standard of customer service in a remote work environment. The ideal candidate has strong problem-solving skills, technical aptitude, and a passion for helping users., * Serve as the first point of contact for IT support requests via phone, email, or ticketing systems.

 * Diagnose and resolve hardware, software, and network issues in a timely manner.
 * Manage and prioritize incoming tickets, ensuring adherence to service-level agreements (SLAs).
 * Provide support for operating systems, applications, and remote access tools.
 * Escalate complex technical issues to higher-level support teams when necessary.
 * Document incidents, resolutions, and processes accurately in the ticketing system.
 * Assist with user account management, including password resets and access provisioning.
 * Support onboarding and offboarding of employees by configuring systems and equipment.
 * Maintain knowledge base articles and contribute to process improvements.
 * Ensure compliance with IT security policies and best practices.


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