IT Support Technician

Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace. We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy.

About the role

Samsung SDS America is seeking a highly skilled and savvy Tech Support Technician (PC/OA) to join our Tech Support Team at the Samsung Biologics manufacturing facility in Rockville, MD. The Tech Support Technician provides essential first-line technical support for end-user computing and office automation (OA) systems. This role ensures business continuity by maintaining hardware, software, network configurations, and conference room equipment. The ideal candidate will manage service tickets, track IT assets, and deliver exceptional customer service to all employees, including executives.

Responsibilities

• End-User Computing & Asset Tracking
  • Core Troubleshooting: Diagnose and resolve standard to moderately complex hardware, software, and network connectivity issues for both on-site and remote employees (Windows & macOS)
  • Device Lifecycle Execution: Handle day-to-day workstation tasks, including provisioning, deploying, repairing, and securely decommissioning laptops, desktops, and mobile devices
  • Ticket Queue Management: Actively monitor and manage the IT ticketing queue (e.g., ServiceNow, Jira Service Desk), ensuring incidents are accurately categorized, documented, and resolved within SLA targets
  • Executive & VIP Assistance: Provide prompt, courteous, and high-touch technical support to executives and management for immediate operational needs
  • Inventory & Asset Updates: Maintain accurate inventory records of all corporate IT hardware, software licenses, and peripherals within the ITAM (IT Asset Management) system
  • Meeting Room Support: Conduct routine checks and provide immediate troubleshooting for conference room audio-visual (AV) setups and video conferencing platforms (e.g., Zoom Rooms, Teams)
• Office Automation (OA) & Daily IT Operations
  • MDM & Endpoint Enrollment: Enroll and manage end-user devices in enterprise MDM platforms (e.g., Intune, Jamf) to ensure alignment with corporate security baselines
  • User Access & Identity Admin: Perform routine Identity and Access Management (IAM) tasks, including user creation, password resets, and access provisioning in Active Directory and Azure AD/Entra ID
  • Peripherals & OA Maintenance: Support, configure, and maintain office automation systems, local network printers, scanners, and multi-function copiers
  • New Hire Deployment: Lead the technical onboarding execution by preparing standard hardware bundles and deploying predefined OS images for incoming employees
  • Compliance Support: Assist with gathering logs or documentation for IT security audits and compile basic operational metrics for the IT Lead
  • Supply & Stock Management: Monitor local stock levels of IT peripherals and consumables (toner, cables, accessories) and flag reorder needs to procurement

Requirements

• Experience: 2 to 4 years of hands-on experience in an enterprise Desktop Support, IT Help Desk, or equivalent technical support role
• OS Knowledge: Solid proficiency in configuring and troubleshooting Windows 10/11 and macOS operating systems
• Directory Services: Practical experience with Active Directory and Azure AD/Entra ID user/group administration
• Network Basics: Clear understanding of core networking concepts (TCP/IP, DHCP, DNS) and basic Wi-Fi/VPN troubleshooting
• Customer Service: Strong interpersonal skills with a patient, customer-first approach to resolving technical frustrations for non-technical users
• Must be able to lift and carry IT equipment (PCs, monitors, printers, UPS backups) weighing up to 40 lbs
• Frequent bending, crawling under desks, and reaching to manage cabling and install workstation hardware

Qualifications

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (preferred)
• Certifications: CompTIA A+ / Network+, Microsoft Certified: Endpoint Administrator Associate, or ITIL v4 Foundation (preferred)
• Modern Workspace Tools: Experience navigating and administering enterprise cloud tools like Microsoft 365 or Google Workspace (preferred)
• Ticketing Systems: Prior experience utilizing enterprise ticketing systems to manage daily workloads (preferred)

Benefits

• Top-notch medical, dental, vision and prescription coverage
• Wellness program
• Parental leave
• 401K match and savings plan
• Flexible spending accounts
• Life insurance
• Paid Holidays
• Paid Time off
• Additional benefits