IT Support Technician

The IT Support Technician will report to the Director of Finance & Administration, this person ensures the reliable day-to-day operation of the local IT environment at our US site. As the first point of contact for all IT-related matters, this role delivers hands-on technical support and enables a seamless, productive work experience for employees.

The position drives business continuity by maintaining and supporting end-user systems, workplace technologies, and local network infrastructure. Working closely with the global IT team and external service providers, the IT Support Technician helps implement standards, resolve issues efficiently, and uphold a consistent level of IT service across locations.

In addition, this role acts as the local point of contact for Microsoft Dynamics 365 Business Central, partnering with users, headquarters, and external vendors to ensure effective issue resolution and smooth system operations. IT Support & Infrastructure

· Provide first-level IT support for hardware, software, and user accounts in the US

· Set up, maintain, and troubleshoot laptops, desktops, peripherals, and mobile devices

· Manage client imaging, provisioning, and deployment using MDM tools (e.g. Microsoft Intune / Autopilot)

· Maintain an accurate IT asset inventory and manage hardware lifecycle (procurement, deployment, replacement, disposal)

· Administer day-to-day Microsoft 365 services (user accounts, mailboxes, Teams, SharePoint)

· Execute onboarding and offboarding processes, including workstation setup, account provisioning, and access management

· Log, prioritize, and track incidents and service requests in the ITSM system

· Act as the first point of contact for Microsoft Dynamics 365 Business Central topics: collect, document, and triage issues, and coordinate resolution with headquarters and external partners through to closure

· Support local network, printer, and connectivity issues (wired/wireless endpoints, VPN, Azure Virtual Desktop access)

· Coordinate with the central IT team in Switzerland on standards, security, and system rollouts

· 3-6 years of experience in IT support, help desk, or a comparable role

· Associate degree, vocational training, or equivalent practical experience in IT

· ERP exposure, specifically, MS Dynamics GP/Business Central, preferred

· Experience supporting end users in a business environment

· Experience working with ticketing and/or ITSM systems

Core Competencies:

· Strong troubleshooting skills across hardware, software, and network issues

· Solid understanding of Windows-based environments and Microsoft 365 applications

· Ability to manage IT assets and support hardware lifecycle processes

· Practical experience with onboarding/offboarding and access management processes

· Familiarity with local network support and basic infrastructure tasks

Service & Collaboration:

· Strong customer service orientation with a user-focused mindset

· Clear and professional communication, both written and verbal

· Ability to work independently on-site while collaborating with international teams

· Structured and reliable working style with attention to detail

· Exposure to Microsoft Dynamics 365 Business Central, Dynamics GP or similar ERP systems

Preferred Qualifications

· Exposure to Microsoft Dynamics 365 Business Central, Dynamics GP or similar ERP systems

· Experience working with external IT service providers and vendors

· Basic knowledge of networking concepts (TCP/IP, DNS, VPN)

· Experience in an international environment or across multiple time zones

Job Skills:

· Degree in Business Informatics, Computer Science, or comparable education with an affinity for IT; professional experience may substitute for education

· Minimum of 2 years of professional experience in IT support or a comparable role

· Proven experience supporting Windows-based workplaces and end users

· Hands-on experience with Microsoft 365 administration (users, mailboxes, Teams, SharePoint)

· Experience using ticketing or ITSM systems for incident tracking and resolution

· Ability to independently manage day-to-day IT operations in a local environment

Technical Requirements:

· Solid knowledge of Windows operating systems

· Working knowledge of Microsoft 365 services

· Basic networking knowledge (TCP/IP, DNS, VPN, Wi-Fi)

· Experience with device setup, troubleshooting, and lifecycle management

Soft Skills:

· Strong customer service mindset with a proactive and solution-oriented attitude

· Excellent communication skills with the ability to explain technical concepts to non-technical users

· High level of reliability, accountability, and attention to detail

· Ability to work independently while collaborating effectively with global teams

· Strong organizational and time management skills

Languages:

· English (professional working proficiency, written and spoken)

· German is a plus

Additional Requirements:

· Ability to work primarily on-site in Annapolis Junction, MD

· Eligibility to work in the United States

· Willingness to occasionally coordinate across time zones with headquarters in Switzerland

· Flexibility to support local business needs outside standard hours when required

· Daily on-site office work in Annapolis Junction, MD; one work-from-home day per week

· Prolonged sitting at a desk and working at a computer

· Occasional lifting of up to approximately 7 kg (15 pounds

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance