NOC Support Tier I: First-Line IT Helpdesk - On-Call

Baltimore County; Towson (MD); On-site; USD 42,000 - 60,000; Full time

Job summary

Baltimore County in Towson is seeking a Tier I Service Desk professional to provide first-line technical support to internal customers. The role involves troubleshooting networked systems, devices, and applications, and delivering excellent customer service from a 39-hour weekly schedule.

The ideal candidate has a high school diploma with IT experience, plus ITIL certifications and relevant MCP/A+ or Network+ credentials. Knowledge of AD, Windows 10, SCCM, and Cherwell ITSM is important.

Qualifications

• High school diploma and a minimum of 2 years in IT service desk/NOC.
• College degree plus service experience in a Service Desk/NOC environment.
• ITIL Foundations certification preferred.
• ITIL Service Desk Analyst certification is a plus.
• MCP certification is desirable.
• A+ or Network+ training or certification recommended.

Responsibilities

• Serve as Tier 1 first-line technical support for internal customers on OIT’s Service Desk.
• Troubleshoot, solve problems, and provide support for networked systems and devices.
• Deliver friendly, thorough, and professional customer service.
• Receive inbound requests via phone, email or portal and create tickets.
• Resolve on first call when possible; escalate complex issues appropriately.
• Remotely troubleshoot, perform password resets, and monitor queues.
• Escalate Priority 1 issues with timely updates.
• Update documentation/knowledgebase and monitor the Data Center.
• Stay current on updated technologies.

Skills

Active Directory

Windows 10

SCCM

Strong communication

Troubleshooting

Education

High School Diploma + 2 years IT experience

College degree in IT field

ITIL Foundations

MCP

A+ or Network+

Tools

Cherwell ITSM

BeyondTrust (Bomgar)

Printer management

Job description

Baltimore County in Towson is seeking a Tier I Service Desk professional to provide first-line technical support to internal customers. The role involves troubleshooting networked systems, devices, and applications, and delivering excellent customer service from a 39-hour weekly schedule.

The ideal candidate has a high school diploma with IT experience, plus ITIL certifications and relevant MCP/A+ or Network+ credentials. Knowledge of AD, Windows 10, SCCM, and Cherwell ITSM is important.