Service Desk Technician - Tier 1 (Hybrid Position)

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

Job summary

A leading company in IT services is seeking a Service Desk Technician to join their team. The role focuses on delivering high-quality customer service, troubleshooting IT issues, and providing Tier I support. Candidates should have strong communication skills, a year of experience in a service desk environment, and relevant technical certifications. The company offers a hybrid work schedule, performance incentives, and opportunities for growth.

Benefits

Performance Incentives: Quarterly bonuses, commissions, and employee referral rewards.

Hybrid / Remote schedule

Opportunity to learn from teammates and explore new interests.

Rapid advancement potential within a growing company.

Focus on work-life balance with flexible schedules.

Supportive team culture and strong company cohesion.

Qualifications

• 1+ year experience in a service desk environment.
• Experience with enterprise Windows environments: Active Directory, Microsoft 365, Windows 10/11.
• Experience with MacOS and Linux is a plus.

Responsibilities

• Deliver high-quality customer service while troubleshooting IT environments.
• Triage and update client requests using a ticketing system.
• Maintain accurate client documentation.

Skills

Communication

Troubleshooting

Attention to detail

Education

Relevant technical certifications (e.g., CompTIA A+, Network+, Security+, ITIL, Microsoft)

Degree in related field

Job description

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

**PERKS**

• Performance Incentives: Quarterly bonuses, commissions, and employee referral rewards.
• Hybrid / Remote schedule
• Opportunity to learn from teammates and explore new interests.
• Rapid advancement potential within a growing company.
• Focus on work-life balance with flexible schedules.
• Supportive team culture and strong company cohesion.

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

Job Description:

This role involves delivering high-quality customer service while identifying, troubleshooting, and maintaining our clients’ IT environments. The ideal candidate will have excellent troubleshooting skills, high technical knowledge, and exceptional interpersonal skills.

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

We seek dependable, adaptable team players who thrive on challenges and are committed to client satisfaction. You should be goal-oriented, capable of prioritizing tasks, and able to work independently or collaboratively. Urgent situations require immediate response and effective teamwork to ensure client satisfaction, maintaining positivity, patience, and calmness under pressure.

Responsibilities:

• Triage and update client requests using a ticketing system.
• Assist with scheduling technicians.
• Install, monitor, troubleshoot, and support client network infrastructure and equipment.
• Collaborate with vendors to resolve client issues.
• Maintain accurate client documentation.
• Participate in rotational on-call support outside of standard hours.

Required Skill Set:

• Excellent communication and interpersonal skills.
• Motivated to learn and grow as a technician.
• Strong troubleshooting abilities.
• Basic knowledge of network, hardware, and software support.
• Attention to detail.
• Ability to work independently and in teams.

Qualifications:

• 1+ year experience in a service desk environment.
• Experience with enterprise Windows environments: Active Directory, Microsoft 365, Windows 10/11.
• Relevant technical certifications (e.g., CompTIA A+, Network+, Security+, ITIL, Microsoft) or related degree/experience.
• Experience with MacOS and Linux is a plus.

Advantage Industries offers diverse career opportunities and values top talent to provide high-quality services and products. We work with various enterprises and government agencies, managing technology projects with expertise and focus.