Onsite Help Desk Technician

Chaney Enterprises; Annapolis, Northern (MD, KY); Hybrid; USD 50,000 - 85,000; Full time

Job summary

Chaney Enterprises is seeking a Help Desk Analyst for on-site work in Annapolis, MD. You will serve as the primary contact for end-user IT support, resolving hardware, software, and network issues while documenting incidents and solutions for the ITSM system.

The role emphasizes strong customer service, clear communication with non-technical users, and the ability to juggle multiple tickets with defined SLAs. An associate degree in IT or related field is required.

Qualifications

• Minimum of two years of experience in a help desk, technical support, or related IT support role.
• Demonstrated experience diagnosing and resolving hardware and software issues in a professional environment.
• Proficiency with IT service management tools and help desk ticketing systems.
• Strong customer service orientation with the ability to communicate technical information clearly and effectively to non-technical users.
• Ability to manage multiple open incidents simultaneously and prioritize workload in a fast-paced environment.
• Industry experience in transportation, logistics, construction, materials handling, or a related field.

Responsibilities

• Responds to end-user technical inquiries and support requests received via phone, email, and in-person, ensuring prompt acknowledgment and professional communication throughout the resolution process.
• Diagnoses, troubleshoots, and resolves hardware, software, and network issues, escalating complex or unresolved incidents to appropriate IT personnel in accordance with established protocols.
• Maintains accurate and detailed records of all user interactions, incidents, troubleshooting steps, and resolutions within the organization's help desk ticketing system.
• Assists end users with software application configuration, hardware setup, and the adoption of best practices for effective and secure use of technology tools.
• Monitors the status of all open support tickets, provides timely follow-up communications to affected users, and ensures incidents are resolved within defined service level expectations.
• Coordinates with IT infrastructure, systems, and application teams on escalated technical issues, communicating status updates clearly and facilitating efficient resolution.

Skills

Customer service

Technical support

Communication

Multitasking

Education

Associate degree in Information Technology or related field

Tools

ITSM tools

Help desk ticketing systems

Job description

Chaney Enterprises is seeking a Help Desk Analyst for on-site work in Annapolis, MD. You will serve as the primary contact for end-user IT support, resolving hardware, software, and network issues while documenting incidents and solutions for the ITSM system.

The role emphasizes strong customer service, clear communication with non-technical users, and the ability to juggle multiple tickets with defined SLAs. An associate degree in IT or related field is required.