IT Support Tech- Tier I

R.E. Michel Company, LLC; Glen Burnie (MD); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Prescription Plans

Wellness Discounts

Nurse Advice Hotline

Employee Assistance Program

401(k)

Life and AD&D Insurance

Supplemental Life and AD&D Insurance

Short- and Long-term disability

Critical Illness/Accident Insurance/Hs

Employee Discount

Uniform Program

Working Advantage discounts

LifeMart discounts

Career Advancement Opportunities & On‑

Weekly Pay

Job summary

R.E. Michel Company, LLC is seeking a Help Desk 1 to provide frontline IT support for our facilities and users. You will respond to requests via multiple channels, troubleshoot hardware and software, and maintain Active Directory user accounts and profiles.

The role involves configuring devices, tracking hardware, and supporting Epicor Prophet 21 in-house applications, with emphasis on customer service and timely issue resolution.

Qualifications

• Proficient with Windows OS, Office apps, and AD.
• Familiarity with Active Directory and remote access tools.
• Strong organization and multitasking capabilities.

Responsibilities

• Respond to technical support requests via phone, email, remote, and in person.
• Troubleshoot hardware, software, and network issues.
• Manage user accounts and profiles (Active Directory).
• Set up and configure IT devices (Thin Clients, PCs, printers).
• Document support activity in the ticketing system.

Skills

Windows OS

Active Directory

Remote access

LAN/WAN basics

Customer Service

Tools

Epicor Prophet 21

Job description

Job Title: Help Desk 1
Job Code: ISHD02
FLSA: Full Time/Non-Exempt

Who We Are:

R.E. Michel Company has been a pioneer in the HVACR and LP equipment distribution industry since 1935. As a family-owned and operated business, we pride ourselves on our commitment to excellence and customer satisfaction. With over 300 locations nationwide, our team members play a vital role in our continued success.

What You'll Do:

• Respond to technical support requests (phone, email, remote, in person)
• Troubleshoot hardware, software, and network issues
• Manage user accounts and profiles (Active Directory)
• Set up and configure IT devices (Thin Clients, PCs, printers)
• Track and ship IT hardware for new or relocating branches
• Assist with email setup, quotas, and data retention
• Support in-house applications like Epicor Prophet 21
• Document support activity in the ticketing system
• Escalate unresolved issues to higher support levels
• Maintain hardware inventory and self-help documentation
• Apply customer service best practices in support interactions

Preferred Qualifications:

• Familiarity with Windows OS, Microsoft Office, Active Directory, and remote access tools
• Basic understanding of LAN/WAN networking concepts
• Experience with Active Directory and Epicor Prophet 21, with troubleshooting ability
• Strong organizational, communication, and multitasking skills
• Excellent problem-solving and analytical abilities
• Strong written and verbal communication skills

R.E. Michel Company Benefit Package for Full Time Employees Includes:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Plans
• Wellness Discounts through Blue365
• Access to 24-Hour Nurse Advice Hotline
• Employee Assistance Program
• 401(k)
• Life and AD&D Insurance
• Supplemental Life and AD&D Insurance for Employees, Spouses/Domestic Partners and Dependents
• Short- and Long-term disability
• Critical Illness/Accident Insurance/Hospital Indemnity Insurance
• Employee Discount
• Employee Uniform Program
• Access to Working Advantage- Discounts on Entertainment, Shopping and MORE!
• Access to LifeMart- Discounts on Hotels, Apple Products and MORE!
• Career Advancement Opportunities & On-site training courses
• Weekly Pay- Every Friday

Successful completion of pre-employment screens is required.

R.E. Michel Company, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.