IT Service Desk Technician

IT Service Desk Technicians provide front-line technical support to clients, ensuring timely resolution of IT issues and delivering an exceptional customer experience. This position is ideal for a motivated professional looking to grow within a Managed Services environment.

You’ll diagnose and resolve software, hardware, and network issues while maintaining accurate documentation and communication with clients. Following initial training, this hybrid position allows for up to two remote workdays per week, depending on workload and schedule. Occasional client travel may be required using a company-provided vehicle.

About DDSystems

At DDSystems, we provide comprehensive IT services and support to clients across the Mid-Atlantic region. Our mission is to empower clients through exceptional service. Our vision is to be the technology partner everyone wants to work with, and our values define how we do it - integrity, accountability, teamwork, innovation, and empathy.

We deliver secure, reliable, and scalable technology solutions while maintaining a strong focus on client relationships, operational excellence, and continuous improvement., Client Support & Troubleshooting

• Provide courteous, professional technical support via phone, email, and remote tools.
• Perform remote troubleshooting through diagnostic techniques and targeted questioning.
• Identify and implement the best solutions based on customer needs and technical details provided.
• Walk customers through the problem-solving process to ensure effective resolutions.
• Document incident details, troubleshooting steps, and final resolutions in the service management system.

Systems & Network Support

• Support and maintain desktop operating systems and applications.
• Troubleshoot and configure Active Directory, DNS, DHCP, VPN, LAN, and WAN environments.
• Manage firewalls, VPN connections, and network configurations as needed.
• Stay current with IT trends and emerging technologies to provide proactive support.

Process & Service Quality

• Follow standard operating procedures for incident handling and escalation.
• Ensure accurate and timely time entry and documentation.
• Assist with internal process improvements and knowledge base updates.

General

• 1-2 years of professional IT experience, preferably in a Managed Services (MSP) environment.
• High school diploma or equivalent required; technical education or certifications are a plus.
• Experience using Professional Services Automation (PSA) tools such as Autotask preferred.
• Strong interpersonal and customer service skills.
• Excellent time management and multitasking ability.
• Ability to lift, carry, and move PC components, servers, and network equipment.
• Valid driver’s license with a clear driving record.

Technical

• Hands-on experience with Windows Desktop environments.
• General understanding of Active Directory, DNS, DHCP, VPN, LAN, and WAN.
• Working knowledge of firewalls, network configurations, and VPNs.
• Familiarity with ticketing and remote monitoring tools.
• Proficiency in diagnosing hardware/software issues and implementing effective solutions., * High school diploma required.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Industry certifications (e.g., CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals (MS-900)) are a plus., * High school or equivalent (Required)

Experience:

• Help Desk: 2 years (Required)

License/Certification:

• CompTIA A+ (Preferred)
• CompTIA Network+ (Preferred)
• Microsoft 365 Certified: Fundamentals (MS-900) (Preferred)

4696 Millennium Drive, Belcamp, MD 21017 Hybrid work $22 - $26 an hour - Full-time, Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, * Be part of a growing MSP where your technical expertise directly impacts client success.
• Join a company that values innovation, collaboration, and professional growth.
• Work with cutting-edge technologies and receive ongoing training and certification support.
• Enjoy a supportive, team-oriented environment with clear paths for advancement., * Base Pay: $20.00 - $26.00 per hour.
• Benefits:
• • 401(k) with company match- Health, dental, and vision insurance- Life insurance (2x salary)- Long-Term Disability (LTD)- Tuition reimbursement- Paid time off and holidays- Flexible spending and health savings accounts

Job Type: Full-time

Pay: $22.00 - $26.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance