Desktop Support Technician

American Technology Services LLC; Baltimore (MD); On-site; USD 60,000 - 75,000; Full time

Job summary

American Technology Services LLC is seeking a proactive Desk Support Technician II in Baltimore, Maryland. This on-site role involves being the first point of contact for IT support, managing service requests, troubleshooting, and collaborating on global projects.

The ideal candidate will have a Bachelor’s degree or equivalent, 5+ years in IT support or consulting, experience in Windows Server and Azure, and a focus on customer satisfaction.

Qualifications

• 5+ years of experience in consulting or managed services environment.
• Experience with Microsoft technologies including Windows Server and Active Directory.
• Proven background in system backup and recovery solutions.

Responsibilities

• Provide essential infrastructure support to internal and external clients.
• Manage IT service requests and troubleshoot technical issues.
• Participate in on-call rotation as required.

Skills

Technical support

Troubleshooting

System maintenance

Client interaction

Education

Bachelor’s degree in a related field or equivalent work experience

Tools

Windows Server

Office 365

Azure

Microsoft Exchange

SharePoint Online

Routing protocols

Job description

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.

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