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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT User Support Specialist - **Company:** MDM Office Systems, Inc. - **Location:** Baltimore, MD, United States - **Experience:** Experienced - **Salary:** $66,500.0 - $80,500.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Access Network, Artificial Intelligence, Apple IOS, Apple Mac Systems, Microsoft Online Services, Microsoft Outlook, Collaborative Software, Information Systems, Computer Programming, System Configuration, Desktop Computing, Identity and Access Management, Information Technology Operations, Microsoft Office, Remote File Sharing, Phishing, Microsoft SharePoint, Wi-Fi Technology, Enterprise Software Applications, Office365, Peripherals, Adobe, Information Technology, User Administration, User Accounts - **Published:** June 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2bd3b7c1cca19be0 ## About the Role Do you have experience in macOS administration?, Do you have a High school diploma or GED?, Required Education Level/Certifications: High School Diploma or GED. Required Experience: Three (3) years of experience with Windows and MacOS operating systems and Office 365 applications, including two (2) years of experience providing user support, user training, and/or programming. Required Knowledge/Skills/Abilities: * Demonstrated knowledge of and proficiency in configuring and supporting Microsoft Windows, MacOS, and Microsoft Office/Microsoft 365 applications across platforms. * Ability to diagnose, troubleshoot, and resolve technical issues efficiently, minimizing disruption to end-user productivity. * Strong interpersonal and communication skills, with the ability to clearly explain technical concepts to users with varying levels of technical proficiency and accurately assess user needs. * Proficiency in supporting mobile devices, including iOS and Android platforms, as well as associated applications (e.g., email, MFA, collaboration tools). * Commitment to high-quality customer service, demonstrated through professionalism, responsiveness, and a user-focused approach. * Ability to work both independently and collaboratively in a team-oriented environment, demonstrating initiative and a proactive, solution-oriented mindset. * Capacity to quickly learn, adapt to, and apply new technologies, with a focus on improving operational efficiency and addressing organizational needs. * Ability to handle sensitive information with discretion and maintain confidentiality in all aspects of work. PREFERRED QUALIFICATIONS: Preferred Education Level/Certifications: Bachelor's degree, preferably in Computer Science, Information Systems, or a related discipline. Preferred Experience: * Experience supporting executive leadership or high-priority users * Experience with ITSM platforms (e.g., TeamDynamix, RT) * Experience in higher education or government environments ## Description The IT User Support Specialist is responsible for delivering high-quality end-user technical support and operational IT services across the University System of Maryland Office (USMO). This role supports day-to-day technology needs for staff and executive leadership, including Microsoft 365 services, endpoint devices, collaboration platforms, and audiovisual (AV) environments. The position plays a critical role in ensuring continuity of operations, supporting executive-level functions, and enabling successful delivery of high-visibility meetings and events, including Board of Regents activities. The IT User Support Specialist also contributes to IT modernization efforts and enterprise service improvements., End-User Support & Service Delivery: * Provides Tier 1-2 technical support via ticketing systems (TeamDynamix/RT), email, Microsoft Teams, and walk-up requests. * Diagnoses and resolves issues related to hardware, software, user access, and connectivity. * Supports Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive). * Supports enterprise applications (e.g., Adobe, Zoom, Tango). * Assists users with cloud file sharing, storage, and collaboration workflows. * Troubleshoots mobile devices (email, MFA, Teams, Zoom, etc.). * Troubleshoots printing, peripherals, and workstation configurations. * Troubleshoots Wi-Fi connectivity and network access issues. * Escalates complex or unresolved issues to senior IT staff. * Delivers high-priority IT support to executive leadership. * Ensures readiness of executive devices, accounts, and meeting environments. * Handles sensitive requests with discretion and urgency. * Conducts USM Office site visits as needed. Account Administration & IT Service Management: * Creates and manages user accounts, shared mailboxes, and distribution groups. * Configures mailbox permissions, delegation, and calendar access. * Supports employee onboarding and offboarding (account provisioning and access management). * Tracks and manages service requests using ITSM tools. * Documents issues, resolutions, and trends. * Contributes to knowledge base articles, SOPs, and IT operations documentation. Device Deployment & Lifecycle Management: * Configures and deploys laptops, desktops, mobile devices, and peripherals. * Performs system imaging, software installation, and endpoint setup. * Supports device lifecycle activities (replacements, upgrades, reconfigurations). Audio/Visual (AV) Support * Configures, tests, and supports AV systems for meetings and hybrid events. * Provides live technical support for high-visibility meetings and Board of Regents events. * Supports conference room technologies and hybrid platforms. Security, Infrastructure Support & Projects: * Assists with phishing, spam, and security incident response. * Supports access control and authentication processes. * Escalates potential security risks. * Provides basic support for phone/security systems (as needed). * Participates in IT initiatives (M365 enhancements, endpoint modernization, ITSM, AI/Copilot). * Supports testing, deployments, documentation, and user training for projects. ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [3x Performance: A Humbling Journey](https://www.wearedevelopers.com/videos/100165-3x-performance-a-humbling-journey) - [Passkeys: Truly Phishing-Resistant? 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