Baltimore, MD
Who Staffing is looking for a Desktop Support Technician for a full-time, direct hire opportunity with our client in Baltimore, MD.
Job Summary:
Under the general supervision of the IT Manager, the Tier 1 IT Support Technician provides front-line technical support to end users across the organization. This position is responsible for troubleshooting hardware, software, and connectivity issues; performing user account administration; and assisting with onboarding, offboarding, and general IT operations in a professional and customer-focused manner.
Primary Responsibilities:
Technical Support:
· Respond to and resolve help desk tickets via phone, email, or ITSM/ticketing system in a timely and courteous manner.
· Provide technical support for desktops, laptops, printers, mobile devices, VoIP phones, and other peripherals.
· Diagnose and troubleshoot hardware, software, and connectivity issues, escalating to higher-tier support as appropriate.
· Perform user administration in Active Directory, Microsoft 365, and various third-party applications (account creation, password resets, group assignments, and license management).
· Support onboarding and offboarding processes, including workstation setup, imaging, software installation, and hardware deployment.
· Maintain detailed documentation of all incidents, configurations, and resolutions within the IT ticketing system.
· Support remote and hybrid users using secure remote access tools.
Training and Knowledge Sharing:
· Assist end users by providing basic training and guidance on IT systems, tools, and best practices.
· Contribute to internal knowledge base documentation and standard operating procedures.
Professional Conduct and Collaboration:
· Maintain consistent attendance and adhere to established work schedules and organizational policies.
· Participate in team meetings, training sessions, and professional development opportunities.
· Foster a cooperative and service-oriented work environment with colleagues, supervisors, and external partners.
Organizational Values and Other Duties
· Demonstrate professionalism and uphold organizational values in all interactions.
· Serve as a positive representative of the IT department, providing excellent customer service.
· Perform additional duties, special projects, or responsibilities as assigned by the IT Manager.
Qualifications
Knowledge and Skills
· Proficient in Windows 10/11, Microsoft Office Suite, and Microsoft 365 administration.
· Experience providing end-user support for hardware, software, and peripheral devices.
· Basic understanding of networking concepts, including DNS, DHCP, IP addressing, and VPN connectivity.
· Strong problem-solving and multitasking abilities with attention to detail.
· Excellent communication and customer service skills.
Experience and Education
· 1–2 years of experience in an IT help desk, desktop support, or similar technical support role.
· Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate) preferred but not required.
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