Help Desk Support Technician - HYBRID

Alliance InfoSystems, LLC, a MSP, headquartered in Hunt Valley, MD has an opportunity for a Support Technician to join its Service team. The ideal candidate will have a passion for IT and a desire for continuous improvement and learning.

Responsibilities (Summary):

• Provide first-level technical support to clients via phone, email, and remote assistance
• Diagnose and resolve technical issues by applying effective problem-solving techniques, including researching solutions, performing tests, and implementing fixes
• Utilize remote access tools to assist clients with software installations, system updates, and problem resolution
• Document all support activities in a timely and accurate manner
• Occasionally, provide on-site technical support and assistance to clients when remote solutions are insufficient. On-site technical assistance, may include but not limited to, clients’ residence, should the client be considered remote.
• Escalate complex issues to senior technicians or management as needed
• Continuously improve technical knowledge and skills through training and self-study
• Maintain a positive and professional attitude when interacting with clients

Successful candidate will have the following:

• High School Diploma/GED required.
• A and Network preferred.
• Prior related IT experience helpful but not required.
• Good understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to: Windows 10, 11, and Server, Microsoft 365, Active Directory, and Entra ID (Azure AD).
• Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Ability to work effectively in a team.
• Understanding of the documentation process.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Valid driver’s license and reliable transportation

What we offer:

• Competitive wages – salary range information below:
  • Range = $20 to $29 per hour
  • Other compensation: Overtime eligibility for hourly positions
• Hybrid remote work environment
• Benefits Offered:
  • Generous PTO that increases with tenure (initial amount 3 weeks -prorated first year)
  • Floating Holiday (1 day)
  • Holiday Pay (7 days)
  • 401K with annual safe harbor match
  • Health, dental, vision, pet insurance options
  • Flexible Spending Accounts
  • Pet Insurance
  • Tuition Reimbursement
  • Incentive Bonus Certification Award Program
  • Family Medical Leave eligibility
  • Parental Leave in accordance to Maryland Parental Leave Act
  • Sick and Safe Leave in accordance to Maryland Sick & Safe Leave Act
• Team oriented environment