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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist - **Company:** Interclypse Inc - **Location:** United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Wireless LAN, Adobe Acrobat, Active Directory, BitLocker Drive Encryption, Microsoft Outlook, Client Server Models, Information Systems, Modems, Electronic Mailing, IBM Maximo, Microsoft Office, Windows Servers, Office Suite, Remote Desktop Services, CompTIA Strata - PC Hardware Technology Engineer, Office365, Computer Equipment, Information Technology, Laptops, Server Operating Systems & Platforms - **Published:** September 11, 2026 - **Apply:** https://www.thejobnetwork.com/job/97b7a6da-26af-4bc8-a26f-de3f0eb19179/help-desk-specialist ## About the Role * Bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline. * Five (5) years of experience in business IT environments, with emphasis on PC hardware and applications. General experience includes information systems development, work in the client/server field, or related fields. * Two (2) years of comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk. * Demonstrated ability to communicate orally and in writing and to have a positive customer service attitude. Desired Qualifications Three (3) years' experience in each of the following: * Providing Tier 1 and Tier 2 IT support to customers in a Service Desk environment * Troubleshooting PC hardware and software in a Microsoft networked environment * Microsoft Active Directory user and device management * Repairing, installing, upgrading, and reconfiguring: PCs, Laptops, Stand-alone and networked printers, Stand-alone and networked scanners, and Modems * Installing and configuring: PC operating systems (at a minimum Microsoft Windows 10), Server operating systems (at a minimum Microsoft Windows Server 2012 or greater), Standard MDOT software (at a minimum all of the following): Microsoft O365, Microsoft Office 2016 Productivity Suite, Microsoft Outlook 2016 Email Client, Microsoft Windows Defender, Microsoft BitLocker, and Adobe Acrobat Reader Information Technology (IT) Systems Operations, Maintenance and Support, Service Desk software (any of the following): Maximo Service Desk, Remedy, or equivalent, Remote Desktop software (at a minimum, all of the following): Microsoft Remote Desktop, LogMeIn Rescue or equivalent. ## Description Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems. * Answer service desk calls and log each one into the IT service desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application. * Respond to emails in the service desk mailbox and log into the IT Service Desk system (presently IBM Maximo). If current technology is replaced during the contract period, the TO Contractor Personnel shall adhere to the new application. * Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system. * Ensure that all workstations (laptop and desktops) have current drivers, patches, and security\ updates. * Create/restore workstation (laptop and desktop) images. * Troubleshoot workstation (laptop and desktop) network (LAN and WLAN) connectivity issues. * Set up new workstations (laptop and desktop) and printers to access the network. * Deploy new state procured equipment and software to the existing network. * Replace existing hardware/software and remove the hardware/software and transport to a specified location. * Document moves/adds/changes in accordance with MDTA inventory and Department of General Services (DGS) policies/procedures. * Troubleshoot issues regarding all hardware and software stated above. * Install software/hardware on workstations. * Work in cooperation with the current contractors as well as other MDTA staff. * Attend internal MDTA staff meetings as requested. * Update Service Desk requests daily. * Assist in the development of installation instructions/standard operating procedures for applications. * Perform other related duties as assigned by MDTA Division of Information Technology management. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)