Senior Support Technician

HBK IT, LLC; Timonium (MD); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work environment

401(k) plan with company match

Medical, dental, and vision insurance

Paid time off policy

Job summary

HBK IT, LLC in Timonium, Maryland is looking for a Senior Support Technician to manage incidents and provide expert support. The ideal candidate will have at least 3 years of technical experience and strong problem-solving skills, focusing on enhancing client satisfaction.

The role involves supporting desktop, server, and networking issues, alongside effective communication with clients. Benefits include competitive compensation, flexible working conditions, and a range of health insurance options.

Qualifications

• 3+ years of experience in a technical support role.
• Proven ability to manage support incidents effectively.
• Demonstrated strong problem-solving skills.

Responsibilities

• Provide senior support on the Service Desk.
• Manage and monitor support incidents via various channels.
• Support disaster recovery and installation configuration.

Skills

Technical experience

Customer support experience

Microsoft Office products

Networking fundamentals

Knowledge of RMM and PSA tools

Education

Professional Information Technology Certifications

Microsoft MCSA certification

Tools

ConnectWise Manage

ConnectWise Automate

Job description

SUMMARY

A Senior Support Technician will have experience managing incidents using solid problem‑solving skills and a broad understanding of technology. The role requires strong IT skills, clear communication, and a customer‑oriented, patient approach when dealing with demanding clients. As a senior member, you will achieve higher first‑call resolution and provide support to junior technicians, helping to preserve Vertilocity’s reputation and business value. The support team is dynamic, offering the opportunity to learn and work on all aspects of client technology and advance career paths and skill‑sets.

QUALIFICATIONS

• 3+ years of technical experience (preferred).
• Professional Information Technology Certifications are preferred, though not required.
• Previous customer support or service experience.
• Knowledge of computer and networking fundamentals.
• Experience with basic Microsoft products.
• Experience with Office 365 products, services, and management.
• Experience with RMM and PSA tools; ConnectWise Manage and Automate preferred.
• Microsoft MCSA certification.
• Datto, Fortinet certifications are a plus.

RESPONSIBILITIES

• Provide senior support on the Service Desk, requiring solid all‑around technology skills for desktops, servers, networking equipment, backup, disaster recovery, and Vertilocity tools.
• Manage support incidents received via phone, e‑mail, or customer portal, and monitor system alerts and notifications.
• Support technical issues involving Microsoft core business applications and operating systems.
• Support disaster recovery solutions and installation/configuration of workstations.
• Perform malware removal and configure users in a Microsoft Domain Environment.
• Provide basic network level support for WAN/LAN connectivity, routers, firewalls, and security.
• Implement and support remote access solutions, including VPN access, Remote Desktop Services, and Azure Virtual Desktops.
• Install and configure a variety of line‑of‑business applications and support network printing and related issues.
• Improve customer service, perception, and satisfaction; ensure fast turnaround of client requests.
• Work effectively both in a team and independently while maintaining focus and productivity.
• Coordinate with the Network Administrator to route requests to the proper resource for quick resolution.
• Escalate service requests requiring higher level review and support.
• Enter time, expenses, and all work as service incidents as they occur.
• Maintain and review system documentation; keep clients informed of incident progress and any changes, outages, or updates.

BENEFITS

• Competitive compensation.
• Lucrative new business and employee referral bonuses.
• Anniversary bonus.
• Open paid‑time‑off policy.
• Flexible work environment to support work/life balance.
• 401(k) plan with company match and Safe Harbor contributions.
• Medical, dental, and vision insurance.
• Company‑paid life insurance.
• 9 paid holidays.
• Annual performance reviews.

EEO STATEMENT

Vertilocity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.