Help Desk Technician

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This role provides first-line technical support to employees and reports directly to the Systems Administrator. We’re looking for a go-getter who’s comfortable wearing multiple hats, willing to get their hands dirty, and ready to travel to different company locations for hands-on work such as security camera and cabling installations. It’s a great opportunity for someone early in their IT career to build foundational troubleshooting, customer service, and physical infrastructure skills in a supportive, fast-paced environment.

What You’ll Do Help Desk & IT Support Duties

• Respond to help desk tickets, phone calls, and emails, providing timely and professional first-line technical support
• Troubleshoot and resolve hardware, software, printer, and connectivity issues for desktops, laptops, and mobile devices
• Set up new user accounts, workstations, and equipment, including software installation and configuration
• Reset passwords and manage user access requests in accordance with company security policies
• Document all support interactions, resolutions, and recurring issues in the ticketing system
• Escalate unresolved or complex issues to Tier 2/3 IT staff with clear documentation
• Maintain inventory of IT equipment, including tracking assignments and basic asset management
• Assist with onboarding/offboarding of employees from an IT equipment and access standpoint
• Provide basic support for common business applications (email, video conferencing, office software)
• Follow up with users to confirm issue resolution and ensure satisfaction
• Contribute to and help maintain the internal knowledge base of common issues and solutions

Field & Physical Installation Duties

• Assist with the installation, setup, and basic maintenance of security cameras and related surveillance equipment
• Assist with installation of network and low-voltage cabling, including running cable, mounting hardware, and basic wiring work
• Travel to different company locations as needed to support installations, equipment setup, and on-site troubleshooting
• Take initiative on hands-on physical tasks (mounting equipment, working in ceilings/closets, minor cable runs) - a willingness to “get your hands dirty” is essential

• High school diploma or equivalent required; Associate’s degree or coursework in IT, Computer Science, or related field preferred
• 0-1 year of experience in a help desk, customer service, or technical support role (internships count)
• Basic understanding of Windows and/or macOS operating systems
• Familiarity with common business software (Microsoft Office/Google Workspace, email clients)
• Strong communication skills and a customer-service mindset
• Ability to explain technical concepts to non-technical users in a clear, patient manner
• Strong problem-solving skills and attention to detail
• Ability to prioritize and manage multiple support tickets simultaneously
• Comfortable performing physical work such as installing cabling, mounting equipment, and working with tools
• Valid driver’s license required; ability and willingness to travel to different company locations
• Ability to lift and move IT and installation equipment (up to 40 lbs), including working with ladders and in tight spaces (ceilings, closets, wiring runs)

Preferred:

• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management)
• Basic knowledge of networking concepts (Wi-Fi, VPN, TCP/IP basics)
• Experience supporting Active Directory / Microsoft 365 environments

AD&D insurance, 401(k), Health insurance, Vision insurance, Dental insurance, Paid holidays Monday to Friday 6730 Santa Barbara Court, Elkridge, MD 21075, Schedule: Monday to Friday, 8:00 AM - 4:30 PM

Pay: $25/hr

Benefits: Health, vision, dental, life, AD&D, and 401k

Time Off: Paid vacation, sick leave, and 9 holidays