Desktop Support Technician

American Technology Services, Inc.; Baltimore (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

American Technology Services (ATS) is seeking a proactive Desk Support Technician II to join our on-site IT team. You will be the first point of contact for users, handling service requests, troubleshooting issues, and collaborating with global project teams.

With a strong background in Windows Server, Office 365/Azure, and networking, you will escalate complex issues to senior engineers to ensure high user satisfaction and seamless service delivery.

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 5 years prior experience either in consulting or a managed services environment.
• MCSE / CCNP or progress toward MCSE / CCNP.
• At least 1 year of experience in Windows Server with Active Directory.
• At least 1 year of experience with Office 365 and Azure, Microsoft Exchange and SharePoint Online.
• At least 1 year of experience with Routers and routing protocols.

Responsibilities

• Ability to work individually and in team environments both internally and with clients to formalize client systems and project implementation and migration plans.
• Provide proactive maintenance of systems, technical support and guidance of client network and systems.
• Ability to work as part of a team to solve problems.
• Manages system back-up and recovery solutions.
• Perform troubleshooting analysis of desktop applications, servers and network components.
• Monitors system performance and implement tuning as needed.
• Participates in developing and maintaining technical documentation associated with customer systems. Follow department procedures for successful incident management.
• Proactively monitor overall health of network and server infrastructure, which includes, but is not limited to, backups, patching, threat management software and overall health of server systems and network devices.
• Participate in on-call rotation as required.
• Additional requirements may exist if the offer of employment is extended

Skills

Troubleshooting

Customer service

Team collaboration

Incident management

Documentation

On-call rotation

Proactive maintenance

Education

Bachelor’s degree or equivalent

Tools

Windows Server with Active Directory

Office 365

Azure

Microsoft Exchange

SharePoint Online

Routers & routing protocols

Job description

American Technology Services (ATS) started in 1994 with the same mission as today, providing high-quality managed IT services, network support, and cybersecurity services to firms where quality matters most – the organizations that rely heavily on information technology and high levels of services. Over the years, ATS has built client trust that has lasted for years and years. As time goes forward, our consultative approach resonates well, and our “corporate knowledge” about our clients’ IT operations helps our clients perform at a higher level.

About the role

ATS is seeking a proactive and customer-focused Desk Support Technician II to join our dynamic IT team. In this hands-on, on-site role, you will be the first point of contact for users, providing essential infrastructure support to internal and external clients. Your primary responsibilities will include managing IT service requests, troubleshooting technical issues, and collaborating closely with team members on global projects. Complex issues will be escalated to senior engineers as needed, ensuring seamless service and high user satisfaction.

What you\'ll do

• Ability to work individually and in team environments both internally and with clients to formalize client systems and project implementation and migration plans.
• Provide proactive maintenance of systems, technical support and guidance of client network and systems.
• Ability to work as part of a team to solve problems.
• Manages system back-up and recovery solutions.
• Perform troubleshooting analysis of desktop applications, servers and network components.
• Monitors system performance and implement tuning as needed.
• Participates in developing and maintaining technical documentation associated with customer systems. Follow department procedures for successful incident management.
• Proactively monitor overall health of network and server infrastructure, which includes, but is not limited to, backups, patching, threat management software and overall health of server systems and network devices.
• Participate in on-call rotation as required.
• Additional requirements may exist if the offer of employment is extended

Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• At least 5 years prior experience either in consulting or a managed services environment
• MCSE / CCNP or progress toward MCSE / CCNP
• At least 1 year of experience in windows Server with Active Directory
• At least 1 Year of experience with Office 365 and Azure, Microsoft Exchange and SharePoint Online
• At least 1 year of experience with Routers and routing protocols