IT Support Help Desk Specialist (Tier 1 & 2)

The IT Support Helpdesk Technician serves as the primary point of contact for end users experiencing technical issues and is responsible for handling both frontline support and more advanced troubleshooting. This role provides timely, courteous assistance, resolves routine incidents and service requests, investigates more complex technical issues, documents work accurately, and collaborates with other teams when deeper escalation is required. Responsibilities

• Respond to support requests received by phone, email, chat, walk-up, or ticketing system.
• Troubleshoot and resolve issues involving passwords, account access, email, printers, desktop and laptop hardware, mobile devices, software applications, and network connectivity.
• Create, categorize, prioritize, and update support tickets with clear notes, troubleshooting steps, and resolution details.
• Perform advanced troubleshooting, root cause analysis, and problem resolution using remote tools, system logs, and diagnostic methods.
• Support onboarding and offboarding tasks such as account setup, equipment preparation, access changes, device configuration, and software deployment.
• Collaborate with infrastructure, security, application, vendor, or senior support teams to resolve complex technical issues.
• Follow established service desk procedures, knowledge base articles, and service level expectations.
• Maintain and contribute to documentation for incidents, fixes, known errors, technical procedures, and recurring issues.
• Monitor recurring incidents and recommend process or technical improvements to reduce repeat issues.
• Provide clear guidance and basic training to users and share knowledge with other support team members as needed.
• Participate in after-hours, on-call, or project-based support as needed.

Do you have experience in macOS?, Do you have a Associate’s degree?, * Associate degree, technical training, or equivalent experience in information technology, computer science, or a related field preferred.

• 2-4 years of experience in IT support, service desk, desktop support, or technical operations.
• Strong knowledge of Windows and/or macOS, Microsoft 365 or similar productivity tools, common business hardware, and endpoint troubleshooting.
• Experience with ticketing systems, remote support tools, account and access management, software installation, and device setup or imaging.
• Working knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Strong analytical, organizational, and verbal and written communication skills with a customer-focused approach.
• Ability to manage multiple priorities in a fast-paced environment and work independently on a wide range of support issues.
• Preferred Skills
• CompTIA A+, Network+, Security+, Microsoft, or similar technical certification.
• Experience supporting Active Directory, endpoint management, identity and access tools, or cloud-based environments.
• Familiarity with ITIL incident, request, and problem management practices.

3.63.6 out of 5 stars 7265 Windsor Boulevard, Windsor Mill, MD 21244 $25.12 - $31.25 an hour, The salary range provided represents the estimated compensation for new hires in this position, applicable across all locations. Actual offers may vary based on factors such as the candidate’s skills, qualifications, experience, and market conditions. Index complements its base salary offering with a competitive package that includes health and retirement benefits, discretionary bonuses, and reimbursement for professional development opportunities.

Index Analytics, LLC, is a rapidly growing, Baltimore-based small business providing health-related consulting services to the federal government. At the center of our company culture is a commitment to instilling a dynamic and employee-friendly place to work. We place a priority on promoting a supportive and collegial team environment and enhancing staff experience through career development and educational opportunities.