IT Support Technician

SC&H Group; Cockeysville (MD); On-site; USD 60,000 - 75,000; Full time

Job summary

SC&H Group is seeking a skilled IT Support Technician to join our Hunt Valley, MD office. You will provide end-user support for hardware, software, and network access, and manage tickets from intake to resolution while leveraging PDQ and Freshservice for deployments and tracking.

You will collaborate with our network team on projects and improve documentation and knowledge base articles to drive reliable, efficient IT services for SC&H’s employees.

Qualifications

• 3 to 5+ years of experience in an IT support or help desk capacity with ownership of tickets from intake through resolution
• Experience supporting Windows workstations in Active Directory, Microsoft Entra ID, and Intune managed environments
• Strong troubleshooting skills and the ability to methodically isolate and resolve technical problems
• Ability to respond quickly to end user issues while balancing multiple priorities
• Proven written and verbal communication skills, including the ability to summarize technical issues and status for management
• Demonstrated ability to independently manage a workload, maintain accurate documentation, and follow tasks through to completion with minimal supervision
• Strong time management and organizational skills
• Ability and desire to work collaboratively in a team environment
• Demonstrated history of independently learning new technologies, applications, or technical skills

Responsibilities

• Provide responsive end user support for hardware, software, access, and connectivity issues
• Create, maintain, and update trouble tickets based on end user requests and technical needs
• Troubleshoot issues including email, printing, file access, authentication, Microsoft 365 applications, endpoint protection, and other business applications
• Install and update Windows operating systems and business applications
• Install, replace, and upgrade computer hardware and peripherals
• Install and update software using PDQ Connect
• Configure, assign, and accurately track IT equipment within Freshservice
• Create and maintain clear IT knowledgebase articles for known issues, procedures, and resolutions
• Assist the network team with projects, deployments, and support activities as needed
• Communicate proactively with users and team members regarding status, next steps, and expected resolution

Skills

IT support

Windows AD/Entra ID/Intune

Troubleshooting

Communication

Independence

Time management

Team player

Learning agility

Multitasking

Tools

PDQ Connect

Freshservice

PDQ Inventory/Deploy

Job description

SC&H offers you an opportunity to leverage your IT Helpdesk experience and to broaden your business skills in a rewarding and challenging environment. Work with other talented technology professionals in supporting our employees' technology needs, concerns, and issues, allowing them to meet their business objectives. We are currently searching for a talented IT Support Technician to join our team in Hunt Valley, MD.

• Provide responsive end user support for hardware, software, access, and connectivity issues
• Create, maintain, and update trouble tickets based on end user requests and technical needs
• Troubleshoot issues including email, printing, file access, authentication, Microsoft 365 applications, endpoint protection, and other business applications
• Install and update Windows operating systems and business applications
• Install, replace, and upgrade computer hardware and peripherals
• Install and update software using PDQ Connect
• Configure, assign, and accurately track IT equipment within Freshservice
• Create and maintain clear IT knowledgebase articles for known issues, procedures, and resolutions
• Assist the network team with projects, deployments, and support activities as needed
• Communicate proactively with users and team members regarding status, next steps, and expected resolution

Success looks like:

• You take ownership. You see support requests through from initial contact to confirmed resolution rather than assuming someone else will handle the next step.
• You follow through. You proactively review open work, provide updates, close loops, and complete commitments without repeated reminders.
• You pay attention to detail. Ticket notes, equipment records, configurations, documentation, and routine technical tasks are accurate and complete.
• You prioritize effectively. You organize competing requests based on urgency, business impact, service expectations, and agreed upon goals.
• You look beyond the immediate fix. You identify recurring problems, investigate root causes, improve documentation, and recommend ways to prevent repeat issues.
• You are self-directed. When the queue is quiet, you identify useful work such as documentation, inventory cleanup, preventative tasks, learning, or assisting teammates.
• You are accountable for results. You are comfortable working toward defined goals for service quality, response and resolution, documentation accuracy, customer communication, and project completion.
• You keep learning. You independently build your technical knowledge and apply what you learn to solve real business problems.

Qualifications

Required

• 3 to 5+ years of experience in an IT support or help desk capacity, with demonstrated ownership of tickets from intake through resolution
• Experience supporting Windows workstations in Active Directory, Microsoft Entra ID, and Intune managed environments
• Strong troubleshooting skills and the ability to methodically isolate and resolve technical problems
• Ability to respond quickly to end user issues while balancing multiple priorities
• Proven written and verbal communication skills, including the ability to summarize technical issues and status for management
• Demonstrated ability to independently manage a workload, maintain accurate documentation, and follow tasks through to completion with minimal supervision
• Strong time management and organizational skills
• Ability and desire to work collaboratively in a team environment
• Demonstrated history of independently learning new technologies, applications, or technical skills

Preferred

• Vendor certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Fundamentals, CompTIA A+, or Network+
• Basic understanding of LAN and WAN infrastructure
• Experience with PDQ Inventory and Deploy and/or Freshservice
• Experience troubleshooting Microsoft 365 applications, SharePoint Online and OneDrive, Microsoft Defender for Office 365 and Endpoint, and other third‑party business applications
• Familiarity with Microsoft Teams and Teams Phone
• Comfort working within a formal security and compliance program
• Experience working in an environment where performance is measured through ticket quality, response and resolution times, customer service, project completion, or similar service metrics

Candidates will demonstrate:

• Exceptional integrity, sound judgment, and a strong work ethic
• Excellent interpersonal skills and the ability to interact professionally with employees at all levels of the organization
• Strong problem‑solving skills and intellectual curiosity
• The ability to excel in a collaborative team environment while also thinking and acting independently
• A mindset of accountability, continuous improvement, and pride in producing accurate, complete work

***Please note:

• All candidates must be able to provide their own transportation to and from SC&H offices and client locations where applicable.
• This position is located in our Hunt Valley, MD office only.

Any unsolicited resumes submitted through our website, LinkedIn or to SC&H Group Inc. employee e‑mail accounts are considered property of SC&H Group, Inc. and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for SC&H Group, Inc., there must be a formal written agreement in place and the agency must be invited, by SC&H’s Talent Acquisition team, to submit candidates for review.

ABOUT SC&H

SC&H is an employee‑owned, global consulting and financial services firm – home to people who believe in the power of trusted personal relationships. Everyone here shares a passion for driving results, fueled by the genuine connections we forge. Our expert capabilities and exceptional service have shaped the firm’s longstanding reputation for excellence and impressive growth. But it’s the partnerships we build and the success we help deliver that make each day rewarding — for our colleagues, our clients, and our communities.

Recognized annually by Inc., Baltimore Business Journal, Accounting Today, and Inside Public Accounting as a “Best Place to Work,” SC&H is routinely named one of the fastest‑growing firms for organic growth in the United States. Our success is powered by 13 diverse practices at the intersection of finance, technology, and accounting; 430+ professionals across offices in Maryland, Tysons Corner / Washington D.C., Philadelphia, Chicago, and India; and a client base ranging from emerging growth to world‑renowned Fortune 500 companies. This is the place to build lasting professional relationships, grow your skills, and fulfill your potential.

SC&H
Make it Rewarding.

Salary & Benefits

The expected annual base salary for this position is $60,000-$75,000. Salary offers are made based on a variety of candidate specific factors such as candidate's skills, performance, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations.

As a 100% employee‑owned firm, SC&H offers the unique benefit of real equity ownership for every colleague with at least 1 year of service. Watch your stake grow as your tenure increases and the firm achieves success. We also offer a comprehensive health plan with multiple options to suit your needs, at least 4 weeks of paid time off, 8 firm‑paid holidays, 401k with employer match, and an annual firm trip for you and a guest to an all‑inclusive tropical location.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.