Service Year Option - IT Helpdesk Assistant

Job Summary

The IT Desktop Support Technician provides first-line technical support for computer hardware, software, and network systems across the organization. This role serves as the “face of IT,” delivering professional, customer-focused service while troubleshooting issues, installing equipment, and ensuring systems operate efficiently within established standards.

Minimum Qualifications

• Education: High school diploma or GED required
• Maryland resident
• Individuals eligible for the Maryland Service Year Program (generally ages 18–24)
• Experience:
• Minimum of 4 years of hands-on computer user support experience
• Experience with PC hardware, software, and troubleshooting required
• Licensure/Certification:
• A+ or Microsoft Certified Professional (MCP) certification preferred
• Valid driver’s license required (for travel between locations or vehicle use)
• Skills & Abilities:
• Strong problem-solving and technical troubleshooting skills
• Excellent customer service and communication skills
• Knowledge of Windows operating systems, Microsoft Office, and hardware/software systems
• Ability to logically diagnose and resolve technical issues
• Strong follow-through and attention to detail

What You’ll Do

• Install, configure, and maintain desktop and laptop computers and peripherals
• Set up and upgrade operating systems and application software
• Troubleshoot hardware, software, and network connectivity issues
• Perform equipment replacements, data migrations, and system upgrades
• Monitor and maintain computer systems and equipment performance
• Perform system backups and initiate corrective actions for technical issues
• Maintain logs, documentation, and system records
• Provide responsive, customer-focused support to staff across the organization

What the Job is Really Like

• You are often the first person users call when something isn’t working , so responsiveness is critical
• Work involves a mix of hands-on technical tasks and customer interaction
• You may move between locations or departments to resolve issues in person
• Some problems are quick fixes, while others require deep troubleshooting and persistence
• Priorities can shift quickly based on urgent technical issues or system outages
• Strong communication skills are essential—you’ll need to explain technical issues in simple terms

Work Environment & Demands

• Combination of desk work and on-site support across departments
• Frequent computer use, equipment handling, and physical movement
• May involve lifting and transporting equipment (as outlined in physical demands on page 3)
• Requires sustained concentration and problem-solving
• Occasional exposure to clinical or operational environments within a healthcare setting

What Success Looks Like

• Technical issues are resolved quickly and effectively with minimal disruption
• Users feel supported and confident in IT services
• Systems are properly installed, maintained, and documented
• You communicate clearly and professionally with both technical and non-technical staff
• You demonstrate reliability, follow-through, and strong customer service in every interaction

Caring for Our Team
We offer a comprehensive benefits package to support our employees' well-being and professional growth. Benefits include health, dental, and vision insurance available starting the 1st of the month following date of hire, along with life insurance, & short and long-term disability coverage. Paid Time Off begins accruing from day one, and we also provide a 401k plan, an education assistance program, and an employee assistance program. Additionally, employees working evening, night, or weekend shifts may be eligible for a shift differential, adding even more value to your role.

Happy to Help

At Meritus, we believe in a collaborative and caring work environment. Interactions are an opportunity to learn, listen and to be there for one another. Therefore, we provide warm welcomes, hospitality-driven closures, and are always Happy to Help.