IT Support Technician

Role Summary

Image Engineering is seeking an IT Support Technician to join our team based in Baltimore, MD. The IT Support Technician will support the day-to-day operation of all information technology systems deployed by the company.

Key Responsibilities

• Serve as the primary point of contact for IT needs at Baltimore HQ and for remote employees
• Provide occasional after-hours or event-driven support when required for deployments, productions, or critical issues
• Prioritize and resolve help desk tickets through the company’s IT ticketing system
• Prepare and onboard new user IT assets and tools, including overseeing offboarding, asset collection, and sanitization
• Deploy and support end-user desktops, laptops, and general office IT equipment
• Manage user accounts, permissions, group policies, and access controls (Microsoft 365 / Entra ID / Active Directory)
• Cook up with external vendors, service providers, and support partners when escalation or specialized support is required
• Perform troubleshooting, parts replacement, system upgrades, and basic deployments while keeping leadership informed of needs
• Identify potential issues that could adversely impact the end-user experience and develop effective solutions
• Install and maintain basic network hardware, including patching and assisting with structured cabling deployments
• Maintain and supervise the deployment of IT equipment required for productions
• Ensure required software and licenses are up to date, including archival of files and programs
• Serve as smart-hands support for network and server infrastructure
• Support ad-hoc IT projects related to internal team needs
• Coordinate asset management, prepare quotes, catalog inventory, and evaluate defective hardware to determine required actions
• Able to work independently and prioritize end-user needs within environment-driven deadlines
• Strong customer service mindset with the ability to support both technical and non-technical users
• Strong understanding of the Microsoft ecosystem, including Microsoft 365, Office and SharePoint / OneDrive
• Understanding of core networking concepts (VLANs, DHCP, DNS, VPNs, switching)
• Working knowledge of basic security principles (MFA, endpoint protection, least-privilege access)
• Experience managing NAS devices, printers, cameras, phones, conference room equipment, and door access systems in a small-business environment
• Experience working with shared storage and backup monitoring systems
• Able to work within a mixed-OS environment with local and remote users
• Able to write both technical and end-user-friendly documentation
• Understanding of, or willingness to learn, operating systems beyond Windows (macOS, Linux, iOS, Android)
• Familiarity with networking within the UniFi ecosystem
• Experience supporting special IT projects and managing their end-to-end lifecycle
• Ability to write or implement basic scripts (PowerShell, AutoIT, etc.)
• Experience implementing or managing IT documentation systems
• Willingness to learn and support company CRM software
• Willingness to learn Crestron for BMS and conference room applications
• Willingness to learn industry-specific protocols and procedures for managing a touring fleet

Education / Experience Requirements

• Associate’s degree in Computer Science, Business Technology Administration, or equivalent work experience
• 3+ years of IT support experience
• Minimum of 2 years of experience managing and responding to user support tickets

Benefits

• Aetna Health, Dental, & Vision Insurance
• Flexible Time Off Program
• Paid Holidays
• Employee Assistance Program
• John Hancock 401(k) Retirement Plan
• Company-Paid Life Insurance
• Aflac Supplemental Insurance
• Dependent Care FSA
• Travel Reward Points (hotel, airline, car rental)
• Cell phone discount
• SECU (MD) Credit Union Membership
• Employee Referral Bonuses
• Company perks, including regular in-office treats and social events