Tech Support Specialist — Customer-Focused IT Help Desk

Vision Technologies, Inc; Glen Burnie (MD); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Vision Technologies, Inc. is seeking a detail-oriented help desk employee to join our growing team.

You will provide technical assistance and support to clients with computer systems, hardware, or software issues, and respond to queries or tickets with clear guidance. Responsibilities include monitoring the IT helpdesk, answering queries by phone/email/ticketing system, creating training materials with screenshots, documenting procedures, and maintaining daily system performance.

Qualifications

• Experience in IT helpdesk or support role preferred.
• Familiarity with Windows 10, Office applications, and AD basics.
• Strong customer service orientation and problem-solving mindset.
• Excellent communication and documentation skills.

Responsibilities

• Monitor and respond to helpdesk requests promptly through phone, email, or ticketing system.
• Provide technical assistance for hardware and software issues; run diagnostics and fix problems.
• Create step-by-step training material with screenshots for clients.
• Document internal procedures and maintain system performance.
• Escalate complex issues to tier-2/3 support and track resolution.
• Assist with LAN/WAN-related issues and contribute to FAQs for troubleshooting.

Skills

Customer service

Problem-solving

Attention to detail

IT helpdesk experience

Tools

Active Directory

Windows 10

Microsoft Office

Job description

Vision Technologies, Inc. is seeking a detail-oriented help desk employee to join our growing team.

You will provide technical assistance and support to clients with computer systems, hardware, or software issues, and respond to queries or tickets with clear guidance. Responsibilities include monitoring the IT helpdesk, answering queries by phone/email/ticketing system, creating training materials with screenshots, documenting procedures, and maintaining daily system performance.