Support Technician Opportunities - Hybrid & On Site

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

Description

Alliance InfoSystems, LLC, a Managed Service Provider (MSP), headquartered in Hunt Valley, MD has several opportunities for experienced Help Desk Support Technicians for clients located in the Baltimore & Montgomery Counties (100% onsite). Additional opportunities available at Headquarters (Hybrid). The successful candidates will have a passion for IT, a desire for continuous improvement and learning as well as interest in progressing in their career.

What will the Support Technician do?

• Provide dedicated technical support to client at their site location. Troubleshoot and resolve hardware, software, network, and security-related problems.
• Interact with clients professionally and empathetically, demonstrating strong communication skills. Maintain a proactive approach to keeping clients informed about the status of their support requests.
• Self-dispatch service tickets efficiently, prioritizing based on urgency and impact.
• Manage service tickets throughout their life-cycle, ensuring timely resolution and customer satisfaction.
• Maintain detailed records of all support requests, incidents, and resolutions.
• Effectively identify complex issues which may need to be escalated to higher level technicians. Work closely with higher-level technicians and engineers for complex issue resolution and improvement of internal procedures and workflows.
• Utilize basic monitoring tools to proactively identify and address potential network and system issues, ensuring minimal downtime for clients.
• Communicate with clients in a professional and friendly manner, understanding their technical issues, and providing timely updates on the status of their support requests.
• Promote and enforce IT security best practices, educate clients on security measures, and assist in resolving security-related issues.
• Stay current with industry trends, new technologies, and security threats to continuously improve technical skills and knowledge.

Requirements

• High School Diploma/GED required.
• A+ Certification preferred (Must be obtained within 1 year of employment)
• Prior support technician or IT experience required.
• Foundational understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to: Windows 10, 11, and Server, Microsoft 365, Active Directory, and Entra ID (Azure AD).
• Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.
• Basic skills in diagnosing technical issues.
• Ability to multi-task and adapt to changes quickly.
• Ability to work effectively in a team.
• Understanding of the documentation process.
• Foundational technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Valid driver’s license and reliable transportation

What we offer:

• Competitive wages – salary range information below:
  • Range = $20 to $30 per hour
  • Other compensation:
    • Overtime eligibility for hourly positions
• Benefits Offered:
  • Generous PTO that increases with tenure (initial amount 3 weeks -prorated first year)
  • Floating Holiday (1 day)
  • Holiday Pay (7 days)
  • Volunteer Paid Time Off (3 days)
  • 401K with annual 3% safe harbor match
  • Health, dental, vision, pet insurance options
  • Flexible Spending Accounts
  • Pet Insurance
  • Tuition Reimbursement
  • Incentive Bonus Certification Award Program
  • Parental Leave in accordance with Maryland Parental Leave Act
  • Sick and Safe Leave in accordance with Maryland Sick & Safe Leave Act
• Team oriented environment