Tier 1 Service Desk Engineer

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