Tier 1 Help Desk Technician

Digital Charter; Annapolis (MD); On-site; USD 40,000 - 55,000; Full time

Job summary

Digital Charter is seeking a Tier 1 Help Desk Technician to provide first-level technical support. Responsibilities include assisting end users, troubleshooting IT issues, and maintaining ticket documentation. Candidates should have strong customer service skills and proficiency in Microsoft 365.

Benefits

Health insurance

Dental insurance

Vision insurance

Retirement plan (401(k), etc.)

Paid time off (vacation, sick leave)

Employer-sponsored STD, LTD, and Life Insurance.

Qualifications

• 1+ year experience in a help desk or IT support role.
• Proficient with Microsoft 365 administration and end-user support.

Responsibilities

• Serve as the first point of contact for technical assistance.
• Log service requests accurately in the ticketing system.
• Maintain communication with end users for satisfaction.

Skills

Customer Service

Communication

Ticket Management

Troubleshooting

Education

Bachelor's Degree

Tools

Microsoft 365

Active Directory

ITSM Tools

Job description

Position Overview:

We are seeking a Tier 1 Help Desk Technician to join our IT support team. The ideal candidate will be responsible for providing first-level technical support, with a strong focus on customer service, ticket management, and resolving common IT issues. This individual will support end users both remotely and desk-side, ensuring smooth daily operations and efficient issue resolution.

Work Hours:

7:00 AM – 4:00 PM Eastern Time

Employment Type:

Full-Time

Key Responsibilities:

1. Serve as the first point of contact for end users seeking technical assistance via phone, email, or in-person.
2. Perform password resets, multi-factor authentication (MFA) troubleshooting, and basic account provisioning in Microsoft 365 (M365).
3. Conduct basic troubleshooting for hardware, software, and peripheral issues as a desk side support technician.
4. Log all service requests accurately in the ticketing system, ensuring proper documentation of symptoms, troubleshooting steps, and resolution.
5. Escalate unresolved issues to higher-level support teams in accordance with escalation procedures.
6. Maintain excellent communication with end users to ensure clarity and customer satisfaction throughout the support process.
7. Follow company policies and procedures related to IT support and data security.

Qualifications:

1. 1+ year experience in a help desk or IT support role (Tier 1 preferred).
2. Proficient with Microsoft 365 administration and end-user support.
3. Experience in performing password resets, managing MFA devices, and handling routine IT tickets.
4. Familiarity with Windows OS, common office hardware, and basic networking concepts.
5. Strong data entry and ticket management skills.
6. Excellent verbal and written communication skills with a professional demeanor.
7. Ability to prioritize and manage multiple tasks in a fast-paced environment.
8. Strong customer service orientation and a patient, helpful attitude.

Preferred Qualifications:

1. Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.
2. Basic knowledge of Active Directory or similar user management tools.
3. CompTIA A+ or equivalent certification is a plus.

Certifications:

MCP, A+ (preferred)

Education:

Bachelor's Degree

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan (401(k), etc.)
• Paid time off (vacation, sick leave)
• Employer-sponsored STD, LTD, and Life Insurance.

Equal Employment Opportunity (EEO):

Digital Charter is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Digital Charter:

Digital Charter is an SBA 8(a) certified, minority-owned business dedicated to driving organizational success through cutting-edge technology and innovative solutions. With a focus on Digital Transformation, Automation, Cybersecurity, Artificial Intelligence (AI), and Professional Services, we empower organizations to thrive in today’s dynamic and competitive landscape.

We specialize in delivering transformative results. From streamlining workflows with advanced automation tools to implementing secure, scalable cybersecurity frameworks, our solutions are designed to align seamlessly with your organization’s goals. Whether it’s leveraging AI to unlock new efficiencies or guiding businesses through complex digital transformations, we are committed to delivering measurable value at every step.

• Driven by our core values of excellence, integrity, action, and commitment, we ensure predictable and exceptional outcomes.
• Our relentless pursuit of growth inspires solutions that consistently surpass expectations.
• Our steadfast integrity fosters trust and transparency in every engagement.
• Through decisive action, we transform vision into reality, helping organizations overcome challenges and achieve progress.
• Our unwavering commitment to process and people ensures promises are fulfilled, empowering organizations to thrive with confidence and resilience.

Ready to make an impact? Join our team today!