IT Service Desk Technician — Fast, User‑Focused Support

Belmont Point Management LLC; Hollywood (MD); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Paid Leave

Paid Holidays

Work-life Balance

Culture

Job summary

Belmont Point Management is seeking a Service Deck Technician to provide frontline IT support for end users via phone, email, and in person, addressing hardware, software, and system issues within the SLA.

The role requires an Associate degree in IT or related field, at least 1 year in a service desk role (MSP preferred), and travel up to 10%. Certifications such as CompTIA A+, Microsoft Certified Professional, HDI or ITIL are preferred. Pay ranges from $25 to $30 per hour with benefits.

Responsibilities

• Provides first-line technical support to end users via phone, email, and in-person, ensuring timely and effective resolution of issues related to hardware, software, and systems within SLA
• Analyzes technical issues and provides support, assistance, and advice to end users for resolving hardware, software, and systems-related problems
• Documents and tracks all support requests in our ticketing system, prioritizing and escalating incidents as necessary to ensure swift resolution
• Utilizes remote support tools to assist users working offsite, ensuring consistent and secure access to necessary resources
• Performs deskside support for local users, including hardware setups, troubleshooting, and maintenance of IT equipment
• Assists with the deployment of new equipment, ensuring smooth integration and functionality
• Manages changes to user access, including disabling accounts when a user terminates and ensuring appropriate access levels
• Ensures software licensing is assigned to users appropriately, maintaining compliance and tracking
• Assists in collecting information for the equipment inventory, ensuring accurate records are maintained
• Communicates effectively with clients to understand their IT needs, provide updates on ticket status, and ensure a positive support experience
• Assists in monitoring system performance and security, identifying potential issues and working with senior team members to implement solutions
• Maintains accurate and detailed documentation of support activities, solutions, and standard operating procedures to facilitate knowledge sharing and continuous improvement
• Assists in the development and delivery of user training sessions on various IT systems and applications to enhance user competence and reduce support requests
• Stays up-to-date with the latest industry trends, technologies, and best practices to continually enhance personal and team capabilities
• Performs other duties as assigned to support the IT team and the overall mission of the company

Education

Associate degree in Information Technology, Computer Science, or related field

Job description

Belmont Point Management is seeking a Service Deck Technician to provide frontline IT support for end users via phone, email, and in person, addressing hardware, software, and system issues within the SLA.

The role requires an Associate degree in IT or related field, at least 1 year in a service desk role (MSP preferred), and travel up to 10%. Certifications such as CompTIA A+, Microsoft Certified Professional, HDI or ITIL are preferred. Pay ranges from $25 to $30 per hour with benefits.