Onsite IT Support Technician | Client-Focused Troubleshooter

Alliance InfoSystems LLC; Cockeysville (MD); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Competitive wages

Overtime eligibility

Generous PTO

Floating Holiday

Holiday Pay

401K with match

Health, dental, vision

Tuition Reimbursement

Parental Leave

Sick and Safe Leave

Team oriented environment

Job summary

Alliance InfoSystems, LLC, a Managed Service Provider headquartered in Hunt Valley, MD, invites experienced Help Desk Support Technicians to join our team for 100% on-site client support across Baltimore and Montgomery Counties. Hybrid opportunities exist at headquarters.

The role emphasizes strong communication, proactive ticket management, and continuous learning. A+ certification is preferred and prior IT experience is required.

Qualifications

• High School Diploma or GED required.
• A+ Certification preferred (must be obtained within 1 year).
• Prior support technician or IT experience required.
• Foundational understanding of Windows OS, Microsoft 365, Active Directory, and Entra ID (Azure AD).
• Strong communication skills for interacting with users at all skill levels.
• Ability to diagnose and multi-task in a fast-moving environment.

Responsibilities

• Provide dedicated technical support at client site; troubleshoot hardware, software, network, and security issues.
• Interact professionally with clients and communicate status of requests.
• Self-dispatch and prioritize service tickets by urgency and impact.
• Manage tickets through lifecycle to ensure timely resolution and customer satisfaction.
• Maintain detailed records of requests, incidents and resolutions.
• Escalate complex issues to higher-level technicians as needed and collaborate for resolution.
• Use monitoring tools to identify and address potential network/system issues.
• Communicate updates to clients in a friendly, professional manner.
• Promote IT security best practices and educate clients on security measures.
• Stay current with industry trends and new technologies.

Skills

A+ Certification

Windows 10/11/Server

Microsoft 365

Active Directory

Azure AD / Entra ID

Customer service

Communication

Team player

Multi-tasking

Documentation

Education

High School Diploma/GED

Tools

Microsoft 365

Active Directory

Entra ID (Azure AD)

Job description

Alliance InfoSystems, LLC, a Managed Service Provider headquartered in Hunt Valley, MD, invites experienced Help Desk Support Technicians to join our team for 100% on-site client support across Baltimore and Montgomery Counties. Hybrid opportunities exist at headquarters.

The role emphasizes strong communication, proactive ticket management, and continuous learning. A+ certification is preferred and prior IT experience is required.