Desktop Support Specialist (Tier 1 Support)
First Home Mortgage
Desktop Support Specialist (Tier 1 Support) Hybrid/ Onsite Middle River, Maryland Location – Onsite/ Hybrid, Middle River, MD The Desktop Support Specialist acts as the first line of technical assistance for the company’s mortgage operations team. Driven by a positive customer service attitude, this entry-to-mid-level role is responsible for handling daily user inquiries, resolving routine software glitches, managing basic Windows/desktop-level issues, and assisting with foundational system maintenance. Key Responsibilities: Provide Tier 1–2 technical support for hardware, software, and network issues. Deliver timely resolutions and maintain strong communication with end users. Track and manage all work through Zendesk. Diagnose and resolve hardware, software, and network issues Support users via phone, email, chat, and remote tools Configure systems, applications, and user accounts Set up and troubleshoot desktops, laptops, and peripherals Deploy, image, and configure devices using SCCM Install, support, and manage Microsoft 365 suite and Adobe Acrobat Enterprise applications Support and administer Azure and related cloud services Maintain and troubleshoot printing/scanning devices Troubleshoot network and VPN connectivity using Palo Alto firewalls and GlobalProtect Install and update software and patches via Tanium Deployment Remove malware and ensure device security Coordinate with vendors for support and warranty Create, update, and resolve all tickets in Zendesk Document troubleshooting steps and resolutions Maintain proper categorization and data accuracy Manage ticket queues to meet SLA expectations Escalate issues appropriately and follow through to resolution Follow up with users to confirm issue closure Experience & Qualifications Experience: 1–2 years of experience in an IT helpdesk, desktop support. Technical Knowledge: Proven familiarity with Windows operating systems, remote desktop troubleshooting practices, and basic internet/connectivity troubleshooting. Skills: Exceptional organizational skills, strong diagnostic capabilities, and a desire to learn technical system and desktop administration. #J-18808-Ljbffr First Home Mortgage
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