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# IT Support Engineer

- **Company:** Havre De Grace
- **Location:** Havre De Grace, United States
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, IMac, Issue Tracking Systems, Microsoft Office, Software Deployment, Windows Desktop, Office365, Deployment Automation, Network Support, Laptops, Servicenow
- **Published:** September 24, 2026
- **Apply:** https://www.dice.com/job-detail/ff0a43b1-681d-45a5-b289-20d7cd4b4148

## About the Role

Strong experience supporting Windows desktop environments
Proven hands-on experience with Office 365 at the deskside level
Basic knowledge of device imaging, reimaging, and PC deployment best practices
Excellent problem-solving and customer service skills
Works under general supervision. Uses discretion.
Demonstrates analytical and systematic approach to resolving complex problems and assignments.

Nice to Have:
Experience using ServiceNow or similar ticketing systems
Familiarity with Windows Autopilot deployments
Hands-and-feet network support (switch checks, console sessions)

Certifications:
Certifications such as A+, MCP, or ITIL are a plus but not required

Why Work with Merge IT?
We don't just connect people with jobs, we connect top IT talent with game-changing opportunities at some of the biggest names in tech, finance, healthcare, and more. Our team is passionate about helping you land the role that propels your career forward.

## Description

Provide deskside support for end users including IMAC (Install, Move, Add, Change) activities
Reimage and deploy PCs as part of refresh or break/fix processes
Perform hardware troubleshooting and replacement for desktops, laptops, and peripherals
Support users with Office 365 applications and Windows OS issues
Document incidents, service requests, and actions taken using ServiceNow or similar ITSM tools
Collaborate remotely with team members across other locations to resolve complex issues
Perform basic hands-and-feet network support: check switch power status, create console sessions as directed
Ensure timely and professional communication with end users and team leads
Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.
Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
Provide Technical Leadership in own specific area of expertise.
Document and reports on work completed to ensure compliance with Company and Customer Procedures.
Contribute to the development of technical procedures and standards to meet business and customer requirements.
Escalate issues in line with company processes to ensure customer demands are met.
Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
Evaluate escalations and resolve appropriately to ensure customer demands are met.
Provide customer service to internal and external customers to ensure consistent experience.
Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
Identify own development needs in line with business objectives.
Acts as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.