Company Overview:

Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace. We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy helping them to increase productivity, safeguard assets, and make smarter decisions.

Join Samsung SDS America and be part of the cutting-edge technology at our state-of-the-art Pharmaceutical Manufacturing facility in Rockville, Maryland. We are looking for an experienced IT Technical Support Specialist to join our dynamic IT Support Team.

Position Summary:

Samsung SDS America is seeking a highly skilled and savvy Tech Support Technician (PC/OA) to join our Tech Support Team at the Samsung Biologics manufacturing facility in Rockville, MD. The Tech Support Technician provides essential first-line technical support for end-user computing and office automation (OA) systems. This role ensures business continuity by maintaining hardware, software, network configurations, and conference room equipment. The ideal candidate will manage service tickets, track IT assets, and deliver exceptional customer service to all employees, including executives.

Responsibilties:

End-User Computing & Asset Tracking
Core Troubleshooting: Diagnose and resolve standard to moderately complex hardware, software, and network connectivity issues for both on-site and remote employees (Windows & macOS)
Device Lifecycle Execution: Handle day-to-day workstation tasks, including provisioning, deploying, repairing, and securely decommissioning laptops, desktops, and mobile devices
Ticket Queue Management: Actively monitor and manage the IT ticketing queue (e.g., ServiceNow, Jira Service Desk), ensuring incidents are accurately categorized, documented, and resolved within SLA targets
Executive & VIP Assistance: Provide prompt, courteous, and high-touch technical support to executives and management for immediate operational needs
Inventory & Asset Updates: Maintain accurate inventory records of all corporate IT hardware, software licenses, and peripherals within the ITAM (IT Asset Management) system
Meeting Room Support: Conduct routine checks and provide immediate troubleshooting for conference room audio-visual (AV) setups and video conferencing platforms (e.g., Zoom Rooms, Teams)
Office Automation (OA) & Daily IT Operations
MDM & Endpoint Enrollment: Enroll and manage end-user devices in enterprise MDM platforms (e.g., Intune, Jamf) to ensure alignment with corporate security baselines
User Access & Identity Admin: Perform routine Identity and Access Management (IAM) tasks, including user creation, password resets, and access provisioning in Active Directory and Azure AD/Entra ID
Peripherals & OA Maintenance: Support, configure, and maintain office automation systems, local network printers, scanners, and multi-function copiers
New Hire Deployment: Lead the technical onboarding execution by preparing standard hardware bundles and deploying predefined OS images for incoming employees
Compliance Support: Assist with gathering logs or documentation for IT security audits and compile basic operational metrics for the IT Lead
Supply & Stock Management: Monitor local stock levels of IT peripherals and consumables (toner, cables, accessories) and flag reorder needs to procurement

Requirements

Experience: 2 to 4 years of hands-on experience in an enterprise Desktop Support, IT Help Desk, or equivalent technical support role
OS Knowledge: Solid proficiency in configuring and troubleshooting Windows 10/11 and macOS operating systems
Directory Services: Practical experience with Active Directory and Azure AD/Entra ID user/group administration
Network Basics: Clear understanding of core networking concepts (TCP/IP, DHCP, DNS) and basic Wi-Fi/VPN troubleshooting
Customer Service: Strong interpersonal skills with a patient, customer-first approach to resolving technical frustrations for non-technical users.

Preferred Qualifications:

Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
Certifications: CompTIA A+ / Network+, Microsoft Certified: Endpoint Administrator Associate, or ITIL v4 Foundation
Modern Workspace Tools: Experience navigating and administering enterprise cloud tools like Microsoft 365 or Google Workspace
Ticketing Systems: Prior experience utilizing enterprise ticketing systems to manage daily workloads
Must be able to lift and carry IT equipment (PCs, monitors, printers, UPS backups) weighing up to 40 lbs
Frequent bending, crawling under desks, and reaching to manage cabling and install workstation hardware

Benefits

Samsung SDSA offers a comprehensive suite of programs to support our employees:

Top-notch medical, dental, vision and prescription coverage
Wellness program
Parental leave
401K match and savings plan
Flexible spending accounts
Life insurance
Paid Holidays
Paid Time off
Additional benefits

Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.

Samsung SDS America

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