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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk Analyst - **Company:** UPPER LLC - **Location:** Elkton, MD, United States - **Salary:** $35,880.0 - $41,600.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Desktop Computing, Web Browsers, Microsoft Office, Networking Basics, Remote Service Software, Software Licensing, Cloud Platform System, ServiceNow IT Service Management, Computer Equipment, Information Technology, Laptops, Gsuite - **Published:** July 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e4f70db35adb9bca ## About the Role If you enjoy troubleshooting technology, helping others, and working in a collaborative environment, we'd love to hear from you!, * High school diploma or equivalent * Basic knowledge of Windows operating systems, Office 365, web browsers, and common computer hardware * Experience troubleshooting hardware and software issues * Strong customer service and communication skills * Ability to explain technical concepts to non-technical users * Excellent organizational, problem-solving, and time-management skills * Ability to work independently while contributing to a collaborative team environment, * Associate degree in Information Technology, Computer Science, or related field * Industry certifications such as CompTIA A+, ITIL, or similar * Experience supporting desktops, laptops, printers, and other end-user hardware * Familiarity with IT ticketing systems and remote support tools * Understanding of networking fundamentals and cloud-based platforms such as Microsoft Office 365 or Google Workspace Preferred Experience * One (1) year of Help Desk or technical support experience * One (1) year of Windows support experience, * Passionate about technology and helping others * Patient, professional, and customer-focused * Organized and able to manage multiple priorities * Strong problem solver with excellent attention to detail * Eager to learn new technologies and continuously improve ## Description Upper Bay Counseling & Support Services, Inc. (UBCSS) is seeking a proactive, customer-focused IT Help Desk Technician to join our Information Technology team. This position serves as the first point of contact for staff experiencing technical issues and plays a vital role in keeping our organization running smoothly., * Serve as the first point of contact for IT support requests via phone, email, in person, or remote support. * Troubleshoot and resolve hardware, software, printer, network, and mobile device issues. * Provide exceptional customer service while assisting employees with technical questions and problems. Troubleshooting & Issue Resolution * Diagnose and resolve basic to moderately complex technical issues. * Guide users through step-by-step solutions using clear, non-technical language. * Escalate advanced technical issues to senior IT staff when appropriate. Ticket & Asset Management * Monitor and manage the IT ticketing system to ensure timely responses. * Prioritize support requests based on urgency and business impact. * Document issues, resolutions, and follow-up activities accurately. * Maintain hardware and software inventory records. * Assist with software licensing, renewals, and vendor coordination. Collaboration & Process Improvement * Work closely with the IT team and other departments to resolve technology issues. * Maintain technical documentation, user guides, and knowledge base articles. * Assist with employee training on new technologies and software. * Recommend improvements to IT support processes and customer service practices. ## Related Videos - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [How Web AI Can Power the Agentic Web - Jason Mayes (Google)](https://www.wearedevelopers.com/videos/1896-how-web-ai-can-power-the-agentic-web-jason-mayes-google) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Privacy-first in-browser Generative AI web apps: offline-ready, future-proof, standards-based](https://www.wearedevelopers.com/videos/1572-privacy-first-in-browser-generative-ai-web-apps-offline-ready-future-proof-standards-based) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)