IT Support Technician

About Samsung SDS America

Samsung SDS serves as the technology innovation division of the Samsung Group, offering cutting-edge cloud computing, digital transformation, secure mobility, analytics, AI, digital marketing, and workspace solutions. The company supports clients across government, finance, healthcare, and other sectors to enhance productivity, protect resources, and enable data-driven decision-making.

This position is based at the Samsung Biologics manufacturing site in Rockville, Maryland. The IT Support Technician plays a crucial role as a frontline technical resource, ensuring seamless end-user computing and office automation support for onsite and remote employees, including leadership personnel.

Primary Duties

• Manage end-user computing devices and track IT assets effectively.
• Troubleshoot and resolve typical to mid-level issues related to hardware, software, and network connectivity on Windows and macOS systems.
• Oversee workstation lifecycle tasks such as provisioning, deployment, repairs, and secure disposal of desktops, laptops, and mobile gadgets.
• Monitor and control the support ticket queue using systems like ServiceNow or Jira Service Desk, ensuring prompt and accurate incident handling in line with service level agreements.
• Provide attentive, courteous, and efficient support to executives and VIPs for urgent needs.
• Maintain comprehensive and current records of all IT hardware, software licenses, and peripherals within the IT Asset Management system.
• Support AV equipment and video conferencing tools in conference rooms, performing regular checks and quick troubleshooting for platforms such as Zoom Rooms and Microsoft Teams.
• Manage office automation devices including printers, scanners, and multi-function copiers.
• Enroll and administer user devices within enterprise Mobile Device Management solutions like Intune and Jamf to maintain compliance with security protocols.
• Perform routine identity and access management activities, including user account creation, password resets, and provisioning through Active Directory and Azure AD/Entra ID.
• Lead technical onboarding efforts by preparing standard hardware packages and deploying configured OS images for newly hired staff.
• Assist with IT compliance activities by collecting logs and documentation for audits and compiling basic operational reports for leadership.
• Monitor inventory levels of consumables and peripherals, coordinating reorders with procurement as necessary.

Candidate Requirements

• Between 2 and 4 years of hands-on experience in desktop support, IT help desk, or an equivalent technical support role within an enterprise setting.
• Strong knowledge of Windows 10/11 and macOS configuration and troubleshooting.
• Practical experience managing users and groups in Active Directory and Azure AD/Entra ID.
• Basic networking knowledge including TCP/IP, DHCP, DNS, as well as Wi-Fi and VPN troubleshooting.
• Excellent interpersonal skills with a patient, customer-oriented mindset for assisting users lacking technical background.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related disciplines.
• Professional certifications such as CompTIA A+, Network+, Microsoft Certified Endpoint Administrator Associate, or ITIL v4 Foundation.
• Familiarity with administering cloud-based workspace tools like Microsoft 365 or Google Workspace.
• Experience using enterprise ticket management platforms.
• Physical ability to lift equipment up to 40 pounds and perform tasks that require bending, crawling under desks, and reaching during hardware installation and cable organization.

Employee Benefits

• Comprehensive medical, dental, vision, and prescription insurance plans.
• Wellness programs to support employee health.
• Parental leave options.
• 401(k) plan with company matching contributions.
• Flexible spending accounts.
• Life insurance coverage.
• Paid holidays and vacation time.
• Additional employee support programs.

Equal Employment Opportunity

Samsung SDS America, Inc. is committed to equal employment opportunities and considers all qualified candidates without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, veteran status, marital status, genetic information, medical condition, or any legally protected characteristic.