TS/SCI IT Support Technician

Orion Consortium, LLC.; Annapolis (MD); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

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Job summary

Orion Consortium, LLC. seeks a Technical Support Specialist to respond to user inquiries via phone, email, chat, or ticketing systems, and to log, track, and resolve IT issues on-site in Annapolis, MD.

The role includes mentoring new hires and maintaining IT assets, with a focus on clear communication and customer service. You will install, configure, and update software on user devices, assist with password resets, and escalate complex problems to second-level teams as needed.

Qualifications

• Customer service skills required to interact with users.
• Proven ability to communicate complex tech info clearly to non-technical users.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Log and track support requests using help desk ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Provide step-by-step guidance to users for troubleshooting common problems.
• Escalate complex issues to second-level support or specialized teams via ticketing system.
• Provide guidance to less experienced professionals mentoring new hires and trainees when necessary.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and access issues.
• Support basic printer, scanner, and peripheral troubleshooting.
• Maintain inventory of IT assets (e.g., laptops, monitors, or accessories).
• Document and report solutions and procedures for recurring issues for leadership review.
• Contribute to knowledge base articles for fellow co-workers and users to assist at arriving at self service solutions.

Skills

Customer Service

Clear communication

Education

HS or GED

Bachelor's degree

Tools

ServiceNow Ticketing System

Job description

Orion Consortium, LLC. seeks a Technical Support Specialist to respond to user inquiries via phone, email, chat, or ticketing systems, and to log, track, and resolve IT issues on-site in Annapolis, MD.

The role includes mentoring new hires and maintaining IT assets, with a focus on clear communication and customer service. You will install, configure, and update software on user devices, assist with password resets, and escalate complex problems to second-level teams as needed.