MainSpring

Respond to service requests, manage staff onboarding/offboarding, communicate progress, and set up network and Office 365 accounts. | Minimum 2 years IT experience with customer service skills and hands-on experience in Active Directory, Windows/Mac OS troubleshooting, and Office 365 administration. | Title: Service Desk Support Specialist Job Location: Remote Type: Full time, Mon-Fri Salary: $50,000-$55,000 Start Date: Contingent Clearance Required: None Job Summary The Service Desk Support Specialist is responsible for responding to requests that are received to our management services department. This role requires strong communication skills and will be communicating with clients to keep them informed on the progress of their requests. Primary Roles and Responsibilities Working on staff onboarding and offboarding requests for our clients Create Network/Office365 accounts for new users and remotely set up their desktop profiles. Communicate with clients, keeping them informed on the progress of their service requests Job Requirements and Qualifications Minimum of 2 years experience in IT with excellent customer service background and strong interpersonal communications skills Hands-on experience with Windows Server Active Directory (ADUC) Configure and troubleshoot Windows 10, Windows 11 and Mac OS X Ability to troubleshoot Windows issues and basic network troubleshooting Experience administering Microsoft Office 365 Basic knowledge of PowerShell Documentation management skills Ability to manage outside vendors to resolve client service requests Effective multi-tasking skills and ability to succeed in up-tempo work environments and meet deadlines Versality to adapt and research new ideas and methods, and demonstrated ability to analyze problems and make decisions Experience working within a managed service provider environment Experience working with ConnectWise Automate and ConnectWise Manage a plus Physical Demands While performing the duties of this job, the employee must be able to talk, listen and speak clearly on the telephone and in person. Close vision is required to work on the computer for long periods of time each day. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones. Supervisory Responsibilities This position has no direct supervisory responsibilities. Work Authorization / Security Clearance This position does not require a security clearance. Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time. About MainSpring MainSpring is an IT strategy and consulting firm that arms organizations with the strategy, tools and resources to grow. We foster a family-friendly, innovative, challenging, fun working environment earning the distinction of being one of The Washingtonian’s 50 Great Places to Work and countless awards for employee programs, growth and innovation. Medical, Dental and Vision coverage for employee and family 401k + company matched contributions 4% match on 5% contribution – Employee contribute on the 1st day of the month after 30 days; Company contributes on the first day of the quarter after 1 year – no vesting period! Group Term Life and Accidental Death and Dismemberment coverage (company provided) Short-Term and Long-Term Disability coverage (voluntary enrollment, company provided) Health Reimbursement Account (HRA) w/ medical coverage 7 Paid Holidays + 1 Floating Holiday Paid Time Off (PTO) Bonus plans Tuition Reimbursement Program Employee Assistance Program Employee Referral Program Dynamic Recognition and Rewards Work with Industry-Leading Talent Promotion and Advancement Tracks Founded in 1993, MainSpring is headquartered in Frederick, Maryland and supports a wide range of clients including businesses, non-profits and government agencies. Like our clients, people tend to stay at MainSpring. If you think you’re a match, let’s connect.