# IT User Support Specialist **Company:** [University System of Maryland Office](http://jobs.workable.com/companies/cgvhrr7t9vLLry5JXriv9u.md) **Location:** Baltimore, United States **Workplace:** hybrid **Employment type:** Contract **Department:** Information Technology [Apply for this job](http://jobs.workable.com/view/e29ac65a-523c-436e-88e2-72e58fc11919) ## Description **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 [](https://www.usmd.edu/usm/adminfinance/BenefitSummaryUSMOfficeExemptStatusPositions2024.pdf) - **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. [Click to learn more.](https://www.usmd.edu/usm/adminfinance/humanresources/BenefitSummaryUSMOfficeCIIStatusPositions2025.pdf)[](https://www.usmd.edu/usm/adminfinance/BenefitSummaryUSMOfficeExemptStatusPositions2024.pdf)