Help Desk Champion: IT Support & Onboarding

NTI; Rockville (MD); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Retirement plan with employer match

Paid time off and holidays

Life Insurance and Disability

Dental and Vision insurance

Job summary

NTI in Rockville, MD is seeking a customer‑oriented Tier 1 Help Desk Technician to be the first point of contact for internal staff and end‑users seeking technical assistance. You will diagnose and resolve basic hardware, software, OS, and network issues while delivering excellent customer service.

You will log requests, provide onboarding support, assist with software deployment, and escalate complex incidents to Tier 2/3 teams.

Qualifications

• High school diploma or equivalent required; Associate degree in Information Technology or related field preferred.
• Familiarity with Windows 11 and basic network fundamentals (TCP/IP, DHCP, DNS).
• Experience with Microsoft 365 or Google Workspace administration is a plus.

Responsibilities

• Receive, prioritize, and log end-user requests via phone, email, and ticketing system.
• Troubleshoot basic hardware, software, and network issues and document steps taken.
• Assist with user onboarding/offboarding, password resets, MFA, and Google Admin tasks.
• Support software deployment and routine maintenance; escalate complex cases to Tier 2/3.
• Maintain knowledge base and help end-users through self-service guidance.

Skills

Windows 11

Networking basics

Customer communication

ITIL/ITSM awareness

Education

High school diploma or equivalent

Associate degree in IT or CS

Tools

TeamViewer

RDP

Zoom/Slack screen share

ServiceNow/Jira Service Management

Google Admin Portal

Job description

NTI in Rockville, MD is seeking a customer‑oriented Tier 1 Help Desk Technician to be the first point of contact for internal staff and end‑users seeking technical assistance. You will diagnose and resolve basic hardware, software, OS, and network issues while delivering excellent customer service.

You will log requests, provide onboarding support, assist with software deployment, and escalate complex incidents to Tier 2/3 teams.