IT User Support Specialist

Deadline for applications: Friday, June 26, 2026

PURPOSE OF POSITION:

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.

Please note: this is a 1-year contractual position with the potential for renewal.

RESPONSIBILITIES:

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.

ANNUAL SALARY:

$66,500-$80,500

Requirements

MINIMUM QUALIFICATIONS:

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 

Benefits

• Paid Leave: 22 days of annual leave, 15 days of sick & safe leave, 16-17 holidays, 3 personal leave days, 12 weeks paid family medical leave.
• Health Benefits: Comprehensive medical, dental, and vision coverage with flexible spending accounts.
• Retirement Plans: Supplemental retirement options with major providers like Empower, Fidelity, and TIAA.
• Life Insurance: Optional term life and AD&D benefits through MetLife.
• Tuition Benefits: Tuition remission for employees and their families.
• Training & Development: Free professional development conferences and unlimited LinkedIn Learning access.
• Credit Union Access: Membership eligibility for SECU, Maryland’s largest credit union.
• Employee Assistance Program (EAP): Free counseling, legal, financial, and work-life support services.

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