Service Desk Specialist

As a Service Desk Specialist , you will provide support via telephone and e-mail, as well as desk-side support, for all computer hardware, software, and peripherals. This includes providing support and troubleshooting enterprise software and services used by Moore and its companies. This full-time, salaried position is a fully onsite role supporting our Hagerstown, MD office. Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels and devices. We are an innovation‑led company that is the largest marketing, data and fundraising company in North America serving the purpose‑driven industry with clients across education, association, political and commercial sectors. Your Impact: Provide timely and effective technical support to clients via phone, email, chat, or remote access. Diagnose and resolve complex IT issues, such as hardware malfunctions, software errors, network connectivity problems, and security breaches. Builds and issues Windows and Mac laptops for new user setups or replacement systems for existing users using automated tools. Supports the complete set up of workstations, primarily integrated Apple and Microsoft systems. Provides support on Mac OS and iOS devices, Microsoft Office 365, and various other business applications. Escalate unresolved issues to the appropriate IT teams or vendors. Follows procedures for new user setups and computer builds. Follows established processes for employee separations to ensure security of all systems. Administers all equipment, hardware, and software upgrades. Follow up with clients to ensure their satisfaction and issue resolution. Practices asset management and related documentation and technical specifications information. Administers and maintains end user accounts, permissions, and access rights. Document IT incidents, solutions, and knowledge base articles. Collaborate with other IT teams on projects and initiatives, such as system upgrades, migrations, and deployments. Stay updated on the latest IT trends, technologies, and best practices. Performs other duties as required. Your Profile: Two to three years of related experience and training; or equivalent combination of education and experience. To perform this job successfully, an individual should have proven experience supporting Mac environments of 10+ users, Apple iOS devices in business environments, and MS Windows environments. Microsoft Windows 10-11 support and troubleshooting experience required. Networking experience required, as well as an understanding of Apple ID and iCloud. Azure cloud support experience, MS Exchange/Office 365 experience configuring mail clients, and experience with interoperability with Windows file servers preferred. Certifications in ITIL, CompTIA, Microsoft, Apple, Cisco, or other relevant fields are a plus. How We’ll Support You: To help you stay energized, engaged and inspired, we offer a wide range of benefits including comprehensive healthcare, paid holidays and generous paid time off so you can have the time and space to recharge pursue your other passions and be with the people you care about. Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. #J-18808-Ljbffr