Mission‑Critical IT Help Desk Specialist

Columbia Technology Partners, Inc; Annapolis (MD); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical plans

Vision & Dental

401k

PTO & Leave

Career growth

Insurance (Life/AD&D)

Profit sharing bonus

Referral bonus program

Job summary

Columbia Technology Partners, Inc. is seeking a Tier 1 Support Specialist to provide front-line technical assistance in a mission-focused IT environment. You will troubleshoot hardware, software, connectivity, and account issues while delivering professional service and clear guidance to users.

The role involves ticketing system management, documentation, and collaboration with a skilled team. A security clearance with polygraph is required, reflecting our critical government-focused work.

Qualifications

• Bachelor's degree in a technically relevant field and at least 5 years of relevant experience; without a degree, at least 10 years of experience.
• Experience providing IT help desk, service desk, desktop support, or similar end-user support.
• Strong customer service, troubleshooting, documentation, and communication skills.
• Ability to explain technical information clearly to non-technical users.

Responsibilities

• Serve as a primary point of contact for IT support requests via phone, email, chat, or ticketing system.
• Log, track, troubleshoot, and resolve user requests with accurate details and updates.
• Diagnose and resolve hardware, software, network, account, password, and peripheral issues.
• Install, configure, and update software on user devices and guide users through steps.
• Escalate complex issues to Tier 2 or specialized teams as needed.
• Maintain inventories of laptops, monitors, and IT assets; support printers and scanners.
• Develop documentation for recurring issues and knowledge base articles to improve self-service.
• Communicate technical information clearly to both technical and non-technical users.
• Collaborate with teammates and mentor less experienced staff; follow security policies.

Skills

Help desk experience

Customer service

Documentation

Ticketing system experience

Communication skills

Education

Bachelor's degree in a technically relevant field

Tools

IT ticketing systems

Windows-based workstations

Networking concepts basics

Job description

Columbia Technology Partners, Inc. is seeking a Tier 1 Support Specialist to provide front-line technical assistance in a mission-focused IT environment. You will troubleshoot hardware, software, connectivity, and account issues while delivering professional service and clear guidance to users.

The role involves ticketing system management, documentation, and collaboration with a skilled team. A security clearance with polygraph is required, reflecting our critical government-focused work.