Tier 1 Help Desk Technician

NTI; Rockville (MD); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Retirement plan with employer match

Paid time off and holidays

Life Insurance and Disability

Dental and Vision insurance

Job summary

NTI in Rockville, MD is seeking a customer‑oriented Tier 1 Help Desk Technician to be the first point of contact for internal staff and end‑users seeking technical assistance. You will diagnose and resolve basic hardware, software, OS, and network issues while delivering excellent customer service.

You will log requests, provide onboarding support, assist with software deployment, and escalate complex incidents to Tier 2/3 teams.

Qualifications

• High school diploma or equivalent required; Associate degree in Information Technology or related field preferred.
• Familiarity with Windows 11 and basic network fundamentals (TCP/IP, DHCP, DNS).
• Experience with Microsoft 365 or Google Workspace administration is a plus.

Responsibilities

• Receive, prioritize, and log end-user requests via phone, email, and ticketing system.
• Troubleshoot basic hardware, software, and network issues and document steps taken.
• Assist with user onboarding/offboarding, password resets, MFA, and Google Admin tasks.
• Support software deployment and routine maintenance; escalate complex cases to Tier 2/3.
• Maintain knowledge base and help end-users through self-service guidance.

Skills

Windows 11

Networking basics

Customer communication

ITIL/ITSM awareness

Education

High school diploma or equivalent

Associate degree in IT or CS

Tools

TeamViewer

RDP

Zoom/Slack screen share

ServiceNow/Jira Service Management

Google Admin Portal

Job description

Overview

National Technology Integrators is a national AV, security, and IT contractor. Our key services include design and consulting, integration, and system support. At NTI, we stay curious and embrace the constantly evolving nature of our industry. We’re always looking at new technologies and techniques as they surface, ensuring that our services are up-to-date and that we provide the most value for our clients.

Description

We are seeking a customer-oriented and detail-driven Tier 1 Help Desk Technician to join our IT Support Team. In this role, you will serve as the first point of contact for internal staff and end-users seeking technical assistance. You will be responsible for diagnosing, troubleshooting, and resolving initial technical issues related to hardware, software, operating systems, and network connectivity, while delivering excellent customer service.

Responsibilities

• First-Line Technical Support: Receive, prioritize, and log incoming end-user requests via telephone, email, and ticketing system.


• Incident Diagnosis & Resolution: Troubleshoot and resolve basic to intermediate technical issues involving Windows, desktop hardware, mobile devices, printers, peripheral devices, and standard application software (e.g., Microsoft 365, Google Workspace, web browsers).


• User Account Administration: Assist with user onboarding and offboarding, password resets, account unlocks, multi-factor authentication (MFA) setup, and permissions adjustments in Google Admin Portal.


• Software Deployment & Maintenance: Support the installation, upgrading, and initial setup of standard application software.


• Ticket Escalation & Tracking: Properly document troubleshooting steps, action items, and resolutions in the ticketing system. Escalate unresolved or complex incidents to Tier 2 / Tier 3 support teams or specialized engineering teams as appropriate.


• Knowledge Base Contribution: Maintain and update internal technical documentation, knowledge base articles, and end-user self-service guides.


• Hardware & Workstation Setup: Assist with basic deployment, imaging, configuring, and cable management of user workstations and office equipment.

Qualifications & Requirements

• Education & Experience: High school diploma or equivalent required; Associate degree in Information Technology, Computer Science, or equivalent practical experience preferred.


• Technical Skills:

• Familiarity with Windows 11 operating systems.


• Basic understanding of network fundamentals (TCP/IP, DHCP, DNS, VPN connections, Wi‑Fi).


• Exposure to Microsoft 365 or Google Workspace administration.


• Hands‑on experience with remote desktop support tools (e.g., TeamViewer, RDP, Zoom/Slack screen share).

• Soft Skills & Competencies:

• Outstanding written and verbal communication skills with the ability to explain technical concepts to non-technical users.

• Strong troubleshooting, analytical, and critical-thinking abilities.


• Excellent customer service attitude, patience, and professional phone etiquette.


• High degree of organizational skill and ability to prioritize tasks in a fast‑paced environment.

Preferred Certifications & Skills

• CompTIA A+, Network+, or Security+ certification.


• Microsoft Certified: Fundamentals / Modern Desktop Administrator Associate (or equivalent).


• Prior experience working with an ITIL‑aligned IT Service Management (ITSM) ticketing tool (e.g., ServiceNow, Jira Service Management, Freshdesk, Zendesk).

Work Environment & Physical Demands

• Full‑time position with standard business hours


• Able to sit/stand for extended periods and lift/carry IT equipment (up to 30 lbs) as needed.

Benefits

• Career Growth: Be part of a fast‑growing company with ample opportunities for advancement.


• Dynamic Environment: Work in a vibrant, fast‑paced setting where your contributions make a real impact.


• Team Spirit: Work with a team that values innovation, collaboration, and a good laugh.


• Competitive Compensation: We offer a robust salary and benefits package that reflects your experience and commitment.

• Competitive salary


• Health, dental, and vision insurance options.


• Retirement savings plan with employer match


• Life Insurance and Disability


• Paid time off and holidays

NTI is an organization committed to diversity and inclusion to drive its business results and to create a better future every day for its diverse employees, clients, partners and communities. We are proud to be an Equal Opportunity and affirmative action employer providing opportunities to all employees and applicants without regard to race, sex, national origin, religion, age, disability, veteran status, genetic information, sexual orientation, gender identity and any other protected status in accordance with applicable law.