IT Support Technician — Windows/AD Expert, Equity

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 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.