Tier 1 Help Desk Engineer: Mac/Windows & Google Workspace

Hamilton Barnes Associates Limited; Maryland; Hybrid; USD 51,000 - 69,000; Full time

Benefits offered by this job

401k

Health

Dental

Medical

Job summary

Hamilton Barnes Associates Limited is seeking an IT Support professional to provide first‑class service to employees across clinic locations. You will handle tickets, troubleshoot hardware/software, and deliver both remote and onsite assistance to ensure a smooth IT experience across the organization.

The role suits someone with Help Desk or Technical Support background who takes ownership, communicates effectively, and proactively expands their technical skills.

Qualifications

• Previous IT Support, Help Desk, or Technical Support experience.
• Strong customer service and communication skills.
• Experience supporting end users in a fast-paced environment.
• Highly organized with excellent time management skills.
• Comfortable working independently and taking ownership of support issues.
• Experience working with ticketing systems such as ServiceNow, NinjaOne, ConnectWise.

Responsibilities

• Serve as a primary point of contact for IT support requests via the Service Desk.
• Manage and prioritize support tickets, ensuring timely resolution and excellent customer communication.
• Provide remote technical support to clinic locations and office-based employees.
• Troubleshoot and resolve hardware, software, operating system, and user account issues.
• Support Mac, Windows, and mobile device environments.
• Assist with user onboarding, device provisioning, and account management.
• Document issues, resolutions, and technical procedures within the ticketing system.
• Work collaboratively with the wider IT team to improve support processes and service delivery.
• Take ownership of issues through to resolution while escalating where appropriate.

Skills

IT Support

Customer service

End-user support

Time management

Ownership mentality

Ticketing experience

Tools

ServiceNow

NinjaOne

ConnectWise

Google Workspace

Job description

Hamilton Barnes Associates Limited is seeking an IT Support professional to provide first‑class service to employees across clinic locations. You will handle tickets, troubleshoot hardware/software, and deliver both remote and onsite assistance to ensure a smooth IT experience across the organization.

The role suits someone with Help Desk or Technical Support background who takes ownership, communicates effectively, and proactively expands their technical skills.