Tier II IT Support Engineer – On-Site (Baltimore) – Full Time DAG Tech

DAG Tech; Baltimore (MD); Hybrid; USD 54,000 - 71,000; Full time

Benefits offered by this job

PTO

On-site in Baltimore

Job summary

DAG Tech in Baltimore is seeking a Tier II IT Support Engineer to join our Engineering Operations team. You will provide front-line support to end-users, troubleshoot hardware, software, network issues, and manage accounts for cloud services.

This on-site role requires excellent communication, documentation, and the ability to multi-task across devices and platforms. Daily tasks include onboarding/offboarding, password resets, and maintaining accurate time-tracking and technical records.

Qualifications

• Provide front-line IT support to end-users.
• Troubleshoot hardware and software issues on desktops and laptops.
• Resolve network and videoconferencing problems.
• Onboard/offboard users and manage cloud accounts.
• Perform password resets and configure user permissions.
• Maintain accurate technical documentation and time tracking.

Responsibilities

• Support end-users with efficient resolutions.
• Handle workstations, laptops, mobile devices, network devices, and cloud services support.
• Build and maintain accurate technical documentation including accurate time tracking.

Skills

Front-line support

Customer service

Hardware troubleshooting

Network troubleshooting

Documentation

Time tracking

Cloud services management

Password resets

User provisioning

Tools

Windows

Mac

Microsoft 365

Google Workspace

Zoom

Job description

DAG Tech seeks a Tier II IT Support Engineer to fulfill a key role on our Engineering Operations team in Baltimore. Responsible for front-line support and management of technology systems, you will be exposed to a wide variety of technologies and interface directly with end-users. Your goal will be to support IT solutions and provide excellent service desk support.

Role Description

• Support end-users with efficient resolutions. Sample tasks include:
  • Computer configurations and troubleshooting
  • Hardware troubleshooting
  • Network connectivity issues
  • Video conferencing system troubleshooting
  • User onboarding and offboarding
  • Cloud services account creation and configuration
  • Password resets
  • Configuring user permissions
• Ensure high quality of support
• Responsible for helpdesk issue resolution on workstations, laptops, mobile devices, network devices, and cloud services
• Build and maintain accurate technical documentation including accurate time tracking

Role Format

• Type: Full Time Employee
• Schedule: 40 hours per week
• Performance: At client site 100% of the time, Baltimore
• Paid Time Off (PTO): Federal holidays, 2 weeks vacation, 1 week personal

Technical Proficiencies Required

• Desktop: Windows, Mac
• Mobile: iPhone, Android
• Cloud: Microsoft 365, Google Workspace, Zoom
• Network: Ethernet, wireless, firewall, router

Personal Skills Required

• High level of professionalism
• Positive attitude
• Superior customer service skills
• Team player
• Consistency and reliability
• Exceptional verbal communication and technical writing skills
• Ability to multi-task gracefully
• Ability to exercise clear judgment

Opportunities for Advancement

• Tier III engineering
• Project engineering
• Cybersecurity roles
• Compliance support roles
• Client management responsibilities
• Engineering management responsibilities

Engagement: Full Time Employee | Salary: $54,080-$70,720/year | Location: Baltimore, MD (On-Site)