Helpdesk Technician

MITC Software; Frederick (MD); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

401(k) match

HSA contribution

Company-paid medical premium

Vacation up to 4 weeks

Paid holidays

Job summary

MITC Software is seeking a Helpdesk Technician to help customers use our software effectively. You’ll be the first contact and handle inquiries by phone and email, delivering friendly, patient guidance.

You’ll join a collaborative team, receive regular training, and have a hybrid schedule with the office in Frederick, MD. No deep technical background required; entry level candidates welcome.

Qualifications

• Bachelor’s degree required.
• Experience in customer service preferred.
• Ability to learn new tools and concepts.

Responsibilities

• Serve as the first point of contact for customer inquiries via phone and email.
• Troubleshoot and guide users through the software with clear, step-by-step instructions.
• Collaborate with the helpdesk team and other departments to resolve issues.
• Participate in ongoing training and develop product knowledge.

Skills

Strong communication skills

Customer service oriented

Adaptable learner

Multitasking and prioritization

Education

Bachelor’s degree in any field

Job description

We’re looking for someone to join our Helpdesk team at MITC!

Position Requirements

• Bachelor’s degree in any field (liberal arts welcome!)
• Strong communication skills – comfortable working with customers by phone & email
• A passion for helping others and delivering exceptional customer service – experience working in a customer service role is preferred
• Ability to learn new tools and concepts
• Comfortable multitasking and managing priorities

What Your Day-to-Day Will Look Like

As a Helpdesk Technician, you’ll play a key role in helping our customers use our software effectively.

Your days will be a mix of problem-solving, communication, and teamwork. No two days are exactly the same, which makes this a great role for someone who enjoys variety and learning. MITC uses a ticketing system to receive and work through service requests received by customers.

Here’s what a typical day might include:

• Connecting with Customers: You’ll serve as the first point of contact for customer support inquiries – the MITC Helpdesk receives a broad range of service requests – some tickets can take just a few minutes, while others may take several days to resolve. To handle these service requests, you’ll use our ticketing system and talk with users by phone and email —listening to their questions and helping them navigate the software. Most issues are guidance-based, not deeply technical.
• Troubleshoot Issues: Identify the root of common user problems and provide step-by-step guidance.
• Critical thinking: You’ll use critical thinking to understand what a customer is experiencing and walk them through solutions in a clear, patient way.
• Collaborating with Your Team: You’ll work closely with your assigned helpdesk team—one of four groups that each specialize in a part of the MITC platform. Your teammates are your go‑to support system for brainstorming solutions, asking questions, and sharing knowledge. You’ll also collaborate with other teams at MITC – like quality control and development and elevate issues as needed.
• Learning Something New Every Day: Because our software covers many different areas, you’ll always be expanding your understanding. You’ll receive regular training, shadow senior team members, and have ongoing opportunities to build your skills.

This role is perfect for someone who enjoys helping people, learning continuously, and being part of a collaborative team – no technical background required.

Entry Level Candidates Welcome

We believe great helpdesk technicians come from a variety of backgrounds and experiences. If you’re just starting your career or transitioning into helpdesk, we encourage you to apply — even if you don’t meet every single requirement listed.

At MITC, we value curiosity, communication, problem‑solving, and a willingness to learn just as much as experience. If you’re motivated, organized, and excited to work in a fast‑paced environment, we’d love to hear from you.

Logistics & Hybrid Schedule

At MITC, we support a flexible, hybrid work environment that empowers our team members to do their best work— at home or in the office. Our office is located in Frederick, Maryland.

Most roles, including this one, follow a hybrid schedule, combining remote work with in‑office collaboration as needed.

• First 2 weeks: In office full time
• During the first 6 months: 3 days per week in office minimum
• After 6 months: 2 days per week in office minimum.

Full in‑office work is also available for those who prefer it.

New hires typically work in‑office full‑time for the first two weeks and may spend additional in‑office time during the first six months for training and onboarding.

Our office space is available for team meetings, customer collaboration, and individual work, and we encourage in‑person time when it enhances collaboration or connection.

All employees are equipped with the tools and support they need to be successful.

Equipment: Laptop, mobile phone, and all necessary equipment provided by MITC.

Compensation:

• Salary: $40,000 – $60,000 with a set up plan based on quarterly evaluation
• MITC benefits package value $5,000 including $1,000 HSA company contribution, 100% company paid medical premium, and a 401K match.
• Life and disability insurance
• 401(K) Retirement savings plan with company match
• Up to 4 weeks’ vacation
• 7 paid holidays
• Opportunities for professional development and continuing education

About MITC

MITC is made up of individuals from diverse backgrounds who share a common goal: helping organizations work smarter, more efficiently, and more effectively. Across teams—from help desk and software development to sales, marketing, and operations—our people play an active role in delivering meaningful results for customers around the world while building rewarding careers.

Our platform includes time and attendance tracking, advanced scheduling, payroll integration, HR tools, biometrics, and documentation solutions. Designed to be flexible and scalable, our software supports organizations of all sizes—from small teams to those managing thousands of employees.

At MITC, we go beyond software. We partner with our customers through implementation, integration, customization, and ongoing support to ensure they see real, lasting value.

We’re a collaborative team that values continuous improvement, long‑term relationships, and using technology to strengthen service delivery in critical social sectors.

At MITC, we’re excited to work with talented and empathetic people of all identities. MITC does not discriminate based on someone’s identity in any aspect of hiring or employment. We therefore strongly welcome applications from suitably qualified people regardless of their background, including underrepresented groups.

Commitment to Diversity, Equity & Inclusion

MITC believes in being a fair, inclusive, and equitable workforce where all employees feel valued and have opportunity to fulfill their potential. We know that different voices, ideas, perspectives, experiences, and knowledge working together will enable us to be a better workplace.

Investing in Your Growth.

We know that our success is tied to the growth and development of our team members. Whether you’re just starting out or looking to take your career to the next level, we’re committed to providing the support and resources you need.

• We offer ongoing training and professional development opportunities to help you build new skills and deepen your expertise.
• You’ll have access to mentorship and collaborative teamwork that fosters learning and knowledge sharing.
• We encourage continuous growth through challenging customer work and expanding responsibilities.

Your ideas and contributions will be valued—because when you grow, MITC grows.

• MITC will consider providing up to $5,250 annually for tuition, fees, and student loan repayment tax-free for qualifying applicants under IRC Section 127