Full-time, Part-time

603 S. Bond Street

Baltimore, MD 21231

Position Title: Help Desk Tier 1 Support

Department: Information Technology

Reports to IT Manager


Job Summary:


We are looking for an IT help desk technician to provide support for employees with issues arising from everyday computer use. Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people. 



  • Full time in office monthly rotating shifts to cover Monday-Friday 7:30 AM – 5 PM
  • After hours or weekends on an as needed basis to provide support which includes an on call rotation normally 1 week per month. Most issues handled remotely.
  • Monitor and troubleshoot network connections/outages including VoIP and Data
  • Monitor for security threats
  •  Respond to incoming end user requests/needs via ticketing system, phone, or email. Provide technical support in person as well as remotely.
  • Troubleshooting hardware and software computer issues
  • Troubleshooting end user issues with but not limited to email, printing, file access, authentication
  • Manage and set up Android tablets using MDM
  • Setup and configure computers and printers.
  • Asset management of all equipment
  • Install/Update Operating Systems and business applications on Windows PC's – Windows 10/11
  • Install/Upgrade Computer Hardware
  • Maintain IT Knowledgebase with known issues and resolutions
  • Assist the senior IT Technician and/or network support vendor as needed with projects and support

Strengths and Abilities to be an effective Team member:

•      Understanding of LAN / WAN Infrastructures

•      Experience supporting Windows 10 machines in an Active Directory environment

•      Experience troubleshooting desktop applications such as Microsoft Office365, Anti-Virus, etc

•      Ability to respond quickly to, troubleshoot, and resolve end user issues

•      Ability to work independently but also the ability and desire to work in a team environment

•      Excellent problem solving and critical thinking skills

•      Ability to learn and adapt to everchanging technology

•      Strong time management skills with the ability to perform multiple tasks

•      Strong attention to detail

•      Exceptional integrity, values, principles, and work ethic

•      Excellent interpersonal skills and the ability to interact with staff at all levels within the organization

•      Customer service driven, personable, self-motivated, flexible, creative

•      Proven written and verbal communications skills, including an ability to provide a synopsis to management



  • Education: Bachelor’s degree in Information Technology or Cyber Security and 0-2 years of related work experience, or Associate degree and 3-4 years of related work experience required. Additional years of relevant experience will be considered in lieu of a degree.
  • Technical Certifications such as Microsoft 365 Certifications, Network +, A+, Security + are a plus
  • Must have valid drivers license and willingness to occasionally travel to local locations on short notice.
  • Must be able to read and understand written sentences and paragraphs in work related documents.
  • Must be able to speak, talk to others in a way that passes information correctly.
  • Must be able to communicate effectively in writing.
  • Must be able to climb, balance, stoop, kneel, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing and repetitive motions.
  • This position requires sedentary to medium work: Exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Exerting up to 50 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. Exerting up to 50 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 50 pounds of force constantly to move objects
  • Must have visual acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.


Why join our Team?

  • Cooperative and Collaborative Team environment
  • Additional on the job training
  • Growth opportunities


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 


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Posting ID: 797964621 Posted: 2022-11-08 Job Title: Helpdesk Tier