Helpdesk Support Analyst

We are seeking a customer-focused Support Technician I to provide first-level technical support to clients. This position will troubleshoot hardware, software, network, VPN, wireless, and connectivity issues through phone, email, remote assistance, and occasional on-site support.

Responsibilities

• Provide Level 1 technical support for hardware, software, network, and connectivity issues.
• Diagnose, troubleshoot, test, and resolve technical problems.
• Perform remote software installations, system updates, configurations, and technical support.
• Troubleshoot network connectivity, VPN, and wireless networking issues.
• Create, prioritize, document, and manage service tickets through resolution.
• Self-dispatch tickets based on urgency and client impact.
• Use monitoring tools to proactively identify system and network issues.
• Maintain accurate documentation of client environments, troubleshooting steps, and solutions.
• Keep clients informed throughout the troubleshooting and resolution process.
• Provide basic end-user training for common hardware and software tasks.
• Provide occasional on-site support when remote troubleshooting is insufficient, which may include visits to client locations or residences.

Qualifications

The ideal candidate brings strong technical troubleshooting skills, excellent customer service, clear communication, and the ability to manage multiple support requests while maintaining accurate documentation.

Job Details

This is a permanent, hybrid position based out of Cockeysville, MD. The position is anticipated to close on Oct 31, 2026.

Pay and Benefits

The pay range for this position is $50,000.00 - $60,000.00/yr. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)