IT Helpdesk Support Specialist

Tecbomo; California (MD); On-site; USD 52,000 - 68,000; Full time

Job summary

TECBOMO is seeking an IT Helpdesk Support Specialist to serve as the primary point of contact for technical assistance across our corporate infrastructure and MSP client portfolios. You will diagnose, troubleshoot, and resolve hardware, software, network, and security issues, delivering elite customer service while maintaining uptime and compliance.

Located on-site in California, MD, this full-time role requires strong Microsoft 365, Azure/Entra ID, AD management, and modern RMM/Ticketing

Qualifications

• 2-4 years of dedicated IT helpdesk or MSP experience.
• Strong Microsoft 365 Administration, Azure/Entra ID, and AD management.
• Proficient with RMM and ticketing tools.
• Certifications preferred: CompTIA A+, Network+, Security+ or MS Modern Desktop.
• Excellent communication and ability to explain technical details to non-technical users.

Responsibilities

• Respond to client and internal IT requests via tickets, email, and phone.
• Diagnose and resolve issues across OS and enterprise apps.
• Prioritize and escalate tickets to senior engineering as needed.
• Provision and manage user endpoints, MFA, and identity lifecycle.
• Monitor and secure endpoints with MDM/RMM tools.
• Enforce cybersecurity policies and assist in vulnerability remediation.
• Document assets, licenses, network configurations, and resolutions.

Skills

Microsoft 365 Administration

Azure/Entra ID

Active Directory

Networking basics

RMM tools

Tools

ConnectWise

NinjaOne

PSA/Ticketing platforms

Job description

TECBOMO, believes that sustainable innovation is built from the inside out; our employees are unequivocally our company’s greatest asset. Our formula for success fuses specialized technical expertise with an unwavering commitment to client mission success. By cultivating a culture of continuous learning, diverse perspectives, and agile problem-solving, we empower our team to engineer mission-critical solutions that transform complex IT challenges into streamlined enterprise advantages. This human-centric approach is the engine behind our operational excellence, ensuring we consistently deliver elite, high-performance outcomes for our state, federal, and commercial partners.

IT Helpdesk Support Specialist

Purpose: The IT Helpdesk Support Specialist serves as the primary point of contact for technical assistance across TECBOMO’s corporate infrastructure and managed service provider (MSP) client portfolios. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, network, and security issues. The ideal candidate blends sharp technical problem-solving with elite customer service, ensuring maximum system uptime and strict adherence to required compliance frameworks.

Reports To : Senior Cloud & Solutions Architect / Lead Engineer
Location: On-site - California, MD
Job Type: Full-Time

Core Responsibilities

Frontline Technical Support & Triage

Respond to incoming client and internal IT support requests via ticketing systems, email, and phone.

Diagnose and resolve issues related to operating systems (Windows, macOS, Linux), enterprise software, cloud applications (Microsoft 365, Google Workspace), and peripheral hardware.

Isolate, categorize, and prioritize tickets, efficiently resolving Tier 1 and Tier 2 issues while escalating complex infrastructure anomalies to senior engineering staff.

Endpoint & Identity Management

Provision, configure, and deploy employee and client workstations, mobile devices, and network hardware according to company baseline images.

Manage user lifecycle events, including secure onboarding, identity provisioning (Active Directory/Entra ID), multi-factor authentication (MFA) setup, and offboarding de-provisioning.

Ensure all endpoint devices are actively monitored, patched, and secured using Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) tools.

Security Compliance & Maintenance

Enforce cybersecurity policies at the user level, ensuring all systems align with strict compliance standards (e.g., NIST 800-171, CJIS, CMMC).

Monitor security alerts, manage antivirus/endpoint detection and response (EDR) agents, and assist in executing routine vulnerability remediation.

Maintain accurate, real-time documentation of hardware assets, software licenses, network configurations, and troubleshooting resolution steps.

Key Requirements & Qualifications

Experience: 2-4 years of dedicated IT helpdesk, desktop support, or MSP environment experience.

Technical Environment: High proficiency with Microsoft 365 Administration, Azure/Entra ID, active directory management, and core networking concepts (TCP/IP, DNS, VPNs, Wi-Fi troubleshooting).

Tools: Hands‑on experience utilizing modern RMM (e.g., ConnectWise, NinjaOne) and PSA/Ticketing platforms.

Certifications (Preferred): CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate.

Soft Skills: Exceptional communication skills and situational empathy. You must be able to translate complex technical jargon into clear, reassuring instructions for non-technical users under pressure.