IT User Support Specialist

University System of Maryland

IT User Support Specialist providing high-quality end-user technical support and operational IT services. Supporting day-to-day technology needs including Microsoft 365 and audiovisual environments for the University System of Maryland Office.

Posted 6/16/2026contractBaltimore • Maryland • 🇺🇸 United StatesMid-LevelSenior💰 $66,500 - $80,500 per yearWebsite

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

technical supporttroubleshootinguser trainingconfigurationsystem imagingendpoint setupcloud file sharingaccess managementAV systems supportsecurity incident response

Soft Skills

interpersonal skillscommunication skillscustomer serviceindependent workteam collaborationadaptabilitydiscretionconfidentiality

Tools & Technologies

Microsoft 365WindowsMacOSTeamDynamixRTAdobeZoomTangomobile devicesITSM tools

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Tier 1 supportTier 2 supportuser accessnetwork accessdevice lifecyclecloud collaborationendpoint modernizationM365 enhancementsphishingspam

Tech Stack

Tools & technologies

AndroidCloudiOSITSMMacOS

About the role

Key responsibilities & impact

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.
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.
Configures and deploys laptops, desktops, mobile devices, and peripherals.
Performs system imaging, software installation, and endpoint setup.
Supports device lifecycle activities (replacements, upgrades, reconfigurations).
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.
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.

Requirements

What you’ll need

High School Diploma or GED.
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.
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.
Proficiency in supporting mobile devices, including iOS and Android platforms.
Commitment to high-quality customer service.
Ability to work both independently and collaboratively in a team-oriented environment.
Capacity to quickly learn, adapt to, and apply new technologies.
Ability to handle sensitive information with discretion and maintain confidentiality in all aspects of work.

Benefits

Comp & perks

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.