> Markdown version of [/jobs/ext/2658107-thriving-it-low-voltage-tier-1-2-support-associate-opportunity-in-baltimore](https://www.wearedevelopers.com/jobs/ext/2658107-thriving-it-low-voltage-tier-1-2-support-associate-opportunity-in-baltimore). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Thriving IT & Low Voltage Tier 1+2 Support Associate Opportunity in Baltimore - **Company:** Energy Jobline - **Location:** Baltimore, MD, United States - **Contract:** Permanent contract - **Skills:** Active Directory, Systems Engineering, Microsoft Dynamics AX, VoIP, Information Systems, Dynamic Host Configuration Protocol, Desktop Computing, Disaster Recovery, Domain Name System (DNS), Microsoft Dynamics CRM, Network Topologies, Microsoft Office, Microsoft SQL Server, Server Administration, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Computer Network Technologies, Office365, Tablet Computers, Microsoft Onedrive, Information Technology, Laptops - **Published:** August 1, 2026 - **Apply:** https://www.energyjobline.com/job/thriving-it-low-voltage-tier-12-support-associate-opportunity-baltimore-31303327 ## About the Role * Bachelor's degree in Technology, Computer Science, Information Systems, MIS, or related field; or one year of relevant technical support experience in lieu of a degree. * Solid IT problem-solving skills and the ability to learn and retain knowledge quickly. * At least 1 Year of prior experience. * Recent Help Desk support experience (preferably within the last six months). * Excellent oral and written communication skills; ability to explain technical concepts to non-technical audiences. * Demonstrated cybersecurity awareness and understanding of security best practices. * Solid understanding of core networking concepts (e.g., TCP/IP, DHCP, DNS, VLANs). * Friendly, empathetic, and service-oriented attitude; enjoys helping others. * Willingness to learn new technologies and adapt to changing business needs. * Experience with Microsoft environments (Active Directory, DHCP, DNS, Office365). * Knowledge of antivirus technologies, backup/restoration/disaster recovery, and project management. * Experience with MS Dynamics AX, MS CRM, and MS SQL Server is a plus. * Strong analytical, organizational, and multitasking skills. * Ability to handle confidential information with discretion and judgment. * Ability to work independently and as a collaborative team member. ## Description The Tier 1+ Care Team Support Associate is a hybrid IT support role that combines Tier 1 and Tier 2 responsibilities. This position provides comprehensive technical support for end users, including troubleshooting, user training, system administration, and escalation management. The ideal candidate demonstrates cybersecurity awareness, a solid understanding of core networking concepts, a willingness to learn, and a friendly, empathetic approach to helping others. As a valued team member, you will ensure timely, high-quality resolutions, maintain IT standards, and contribute to ongoing IT projects and process improvements. Core Responsibilities * Create and manage detailed tickets to document technical issues and resolutions. * Provide technical support for hardware (laptops, desktops, mobile phones, VoIP phones, tablets, video conferencing equipment, security cameras) and software (Microsoft Office 365, MS Teams, OneDrive, SharePoint, etc.). * Train users on software and hardware; develop and update technical documentation. * Troubleshoot, test, document, and install software and hardware across desktop, laptop, networking, and telecommunications systems. * Demonstrate cybersecurity awareness in all support activities and educate users on best practices. * Apply core networking knowledge to diagnose and resolve connectivity issues. * Research, escalate, and resolve complex technical problems; act as an escalation point for unresolved Tier 1 issues. * Manage IT server/service operations, including server administration, desktop patching, and enterprise messaging services. * Oversee domain services, certificates, and network topology. * Ensure compliance with information systems and security controls and standards. * Participate in special IT projects, system implementations, and integration efforts. * Maintain company standards through documentation, mentoring, and knowledge sharing. * Manage vendor relationships and coordinate with external support as needed. * Serve as backup to the Systems Engineer and support infrastructure continuity. * Collaborate with colleagues, demonstrate empathy, and foster a positive, team-oriented environment. * Perform other duties as assigned., * Ticket Reopen Rate * Number of Escalations * Time to Resolution * Knowledge Base Contribution * Client Feedback * Tickets Completed Per Day * Time Learning Logged * Non-Required Escalations ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)