About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

---

Overview

Confidential Client is seeking an experienced IT Helpdesk Technician II to provide on-site Tier II desktop and end-user support at facilities in Mount Rainier, MD. This is a full-time, in-person role focused on troubleshooting, workstation setup, ticket resolution, and strong customer service for internal users.

• Location: Mount Rainier, MD (on-site)
• Employment type: Full-time
• Compensation: Up to $26.44 / hr (as posted)

---

Responsibilities

• Respond to and resolve end-user tickets for hardware, software, and network issues.
• Perform Tier II troubleshooting and workstation setup, imaging, and configuration.
• Use ticketing systems to track, document, and close incidents and service requests.
• Provide VIP and escalated support as required; maintain accurate documentation.
• Answer and manage incoming support calls routed via an automated call distribution system.
• Monitor SLA compliance for assigned tickets and escalate when appropriate.
• Communicate clearly with users via email and phone; provide step-by-step guidance.
• Perform other duties as assigned to support the service center.

---

Minimum Qualifications

Candidates must meet one of the following education/experience options:

• Bachelor’s degree with a background in Information Technology (coursework or related experience); OR

• High school diploma or GED plus a minimum of 4+ years of relevant IT/helpdesk experience (post‑secondary education may substitute for experience on a year-for-year basis).

• Ability to successfully pass required background and drug screening.

---

Preferred Qualifications

• Active CompTIA A+ certification (preferred).
• Prior experience providing Tier II desktop/support in a large enterprise or government environment.
• Experience with common ticketing systems and SLA monitoring.

---

Knowledge, Skills & Abilities

• Strong customer service and phone support skills; professional demeanor.
• Ability to work independently and collaboratively as part of a team.
• Capable of managing multiple tasks under time constraints in a fast-paced environment.
• Excellent written and verbal communication skills; able to write clear emails and instructions.
• Proficiency with Microsoft Office applications (Word, Excel) and common desktop tools.
• Ability to train end users on frequent technical issues and create/maintain documentation.
• Good problem-solving skills and the ability to think abstractly to diagnose issues.

---

How You’ll Grow

Confidential Client provides professional development opportunities including on-the-job learning and formal development programs to help employees learn and advance their careers. Training and mentorship opportunities are available to sharpen technical and soft skills.

---

Benefits

Confidential Client offers a range of benefits for full-time employees. Specific benefit details will be shared by the hiring organization during the interview/offer process.

---

Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.