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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