Desktop Support Analyst

Alderson Loop; Owings Mills (MD); On-site; USD 40,000 - 56,000; Full time

Job summary

Alderson Loop is seeking two Desktop Technicians to support an innovation hub at a Fortune 500 investment firm in Owings Mills, Maryland. This is an onsite, customer-facing role.

Technicians spend much of the day helping users in person, resolving software issues and providing a professional walk-up support experience. Responsibilities include troubleshooting desktop software, assisting users in person, replacing peripherals, and documenting work in a ticketing system while teaming with the

Qualifications

• 1-6 years of desktop or help desk support experience, including in-person support.
• Strong software troubleshooting skills and familiarity with Microsoft 365, including Excel.
• Excellent customer service and comfort interacting with users throughout the workday.
• Experience with ServiceNow or a similar ticketing system preferred.
• Walk-up support or innovation hub experience strongly preferred.

Responsibilities

• Troubleshoot desktop software issues, including common Microsoft 365 and Office questions.
• Assist users face-to-face, explain solutions clearly and follow issues through to resolution.
• Replace simple peripherals such as headsets and mice.
• Document work in a ticketing system and escalate complex hardware issues to the appropriate team.
• Work alongside the onsite desktop team to keep support responsive and consistent.

Skills

Desktop support

Customer service

In-person support

Microsoft 365 troubleshooting

Tools

ServiceNow

Job description

Alderson Loop is seeking two Desktop Technicians to support an innovation hub at a Fortune 500 investment firm in Owings Mills, Maryland. This is an onsite, customer-facing role. Technicians spend much of the day helping users in person, resolving software issues and providing a professional walk-up support experience.

Responsibilities

• Troubleshoot desktop software issues, including common Microsoft 365 and Office questions.
• Assist users face-to-face, explain solutions clearly and follow issues through to resolution.
• Replace simple peripherals such as headsets and mice.
• Document work in a ticketing system and escape complex hardware issues to the appropriate team.
• Work alongside the onsite desktop team to keep support responsive and consistent.

Qualifications

• 1-6 years of desktop or help desk support experience, including in-person support.
• Strong software troubleshooting skills and familiarity with Microsoft 365, including Excel.
• Excellent customer service and comfort interacting with users throughout the workday.
• Experience with ServiceNow or a similar ticketing system preferred.
• Walk-up support or innovation hub experience strongly preferred. Financial services experience and familiarity with Excel macros are pluses.