Service Desk Technician - Tier 1 (Hybrid Position)

Advantage Industries; Columbia (MD); Hybrid; USD 42,000 - 56,000; Full time

Job summary

A growing company in Columbia, Maryland is seeking a skilled individual for their Service Desk. The role involves providing Tier I support, troubleshooting IT issues, and ensuring client satisfaction. The company offers hybrid work options, performance incentives, and opportunities for career growth.

Benefits

Performance Incentives

Hybrid / Remote options

Learning Opportunities

Career Growth

Work-Life Balance

Company Culture

Qualifications

• At least 1 year experience in a service desk environment.
• Experience with Windows enterprise environments: AD, Microsoft 365, Windows 10/11.

Responsibilities

• Triage, handle, and update client requests using a ticketing system.
• Install, monitor, troubleshoot, and support client network infrastructure and equipment.
• Participate in rotational on-call support outside standard hours.

Skills

Communication

Troubleshooting

Attention to detail

Teamwork

Adaptability

Education

Relevant technical certifications

Related degree

Job description

We are seeking a skilled, self-motivated, and customer-oriented individual to join our growing Service Desk at Advantage Industries, Inc.

Perks:

1. Performance Incentives: Quarterly bonuses, commissions, and employee referral rewards.
2. Work Schedule: Hybrid / Remote options.
3. Learning Opportunities: Collaborate with teammates and explore new interests.
4. Career Growth: Rapid advancement opportunities within our expanding company.
5. Work-Life Balance: Flexible schedules.
6. Company Culture: Focus on team cohesion and support.

Salary Range: $42,000 - $56,000

Job Description:

The individual will deliver high-quality customer service while troubleshooting, implementing, and maintaining various aspects of our clients’ IT environments. The candidate should possess excellent troubleshooting skills, technical knowledge, and interpersonal skills.

You will provide Tier I support, resolving technical requests, incidents, and problems related to hardware, software, network, and telecommunication systems. Responsibilities include maintaining documentation of client environments.

We seek dependable, team-oriented individuals who embrace challenges and persevere to find optimal solutions. Adaptability, self-motivation, creativity in problem-solving, and the ability to work independently and collaboratively are essential. Prioritization, goal orientation, and responsiveness to urgent issues are also required, with a focus on client satisfaction through positivity, patience, and calmness under pressure.

Responsibilities:

1. Triage, handle, and update client requests using a ticketing system.
2. Assist with scheduling technicians.
3. Install, monitor, troubleshoot, and support client network infrastructure and equipment.
4. Collaborate with vendors to resolve client issues.
5. Maintain client documentation.
6. Participate in rotational on-call support outside standard hours.

Required Skills:

• Excellent communication and interpersonal skills.
• Motivation to learn and grow technically.
• Troubleshooting abilities.
• Basic knowledge of networks, hardware, and software support.
• Attention to detail.
• Ability to work independently and in teams.

Qualifications:

• At least 1 year experience in a service desk environment.
• Experience with Windows enterprise environments: AD, Microsoft 365, Windows 10/11.
• Relevant technical certifications or related degree/experience.
• Experience with MacOS and Linux is a plus.

Advantage Industries offers diverse career opportunities and is committed to rewarding top talent to maintain high-quality service and products. We serve commercial clients and collaborate with government agencies on technology projects.