Employment

Tier 1 Service Desk Engineer

Category:

Full Time


Created:

03-23-2025


We are seeking a Tier 1 Service Desk Engineer to join our team! This role is ideal for someone
passionate about IT support, troubleshooting, and providing top-notch customer service. As a key
member of our service desk, you will assist end-users with technical issues, handle workstation
deployments, and support Microsoft 365 and G Suite administration.


Pay Rate: $40,000 - $60,000 per year


Location: This position is primarily remote but requires occasional visits to our offices in Savage or Bel
Air, MD
, as well as client site visits when needed. Candidates must live within one hour of our
headquarters in Savage, MD.


Requirements

  • Exceptional communication skills, both written and verbal, to interact effectively with endusers and team members.
  • Strong customer service orientation with a focus on resolving issues promptly and
    professionally.
  • Excellent organizational skills to prioritize tasks and manage multiple requests concurrently.
  • Attention to detail and a methodical approach to troubleshooting technical issues.


Education

  • Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred,
    but relevant experience and certifications may be considered in place of formal education.
  • Additional coursework or training in IT support, networking, and systems administration is
    advantageous.


Experience

  • 1-2 years of extensive experience in a helpdesk or technical support role, demonstrating the
    ability to handle user inquiries and technical issues effectively.


Certifications

  • CompTIA A+ Certification (required).
  • Progression of one certification every 6 months of employment until all required certifications
    have been obtained.

Duties

  • Administer user accounts, permissions, and resolve authentication issues across On-Prem,
    Azure AD, Microsoft 365, DUO, PAX8, and other web platforms.
  • Troubleshoot Windows, Mac, mobile devices, printers, scanners, and other endpoints,
    including basic networking, break/fix, maintenance, and updates.
  • Configure and install new endpoint hardware either remotely or in person, onsite.
  • Manage backups and restores within various backup interfaces as well as SharePoint &
    OneDrive.
  • Assess client-submitted emails for legitimacy, security risks, or mail flow issues in O365, Gmail,
    or within a security filter.
  • Manage access control systems for site access.
  • Resolve automated RMM-generated alerts.
  • Respond to client information requests or forward them to the appropriate team.
  • Attend routine client site visits to provide on-demand local support as needed.
  • Participate in an on-call monitoring rotation to maintain site resource availability by addressing
    reported issues during off hours.


Benefits

  • 401(k) with company matching
  • Health, dental, and vision insurance
  • Supplemental benefits
  • Paid Time Off (PTO)

If you're ready to grow your IT career and be part of a dynamic team, apply today

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