IT Support Technician/ Systems Engineer
Location: Laurel, MD
Duration : Long term
Reports to: Service Delivery Manager, with day-to-day coordination with Client
Responsibilities/Skills:
- Serve as primary on-site point of contact for Client end-user IT issues
- Triage, log, and resolve Tier 1 tickets (hardware, software, account/access, connectivity)
- Perform hands-on field work: workstation setup/imaging, moves/adds/changes, printer/network troubleshooting, hardware swaps
- Escalate Tier 2/3 issues per SOP with full documentation
- Maintain asset inventory and documentation in the ticketing system
- Coordinate with Client''''''''''''''''s central Help Desk for overflow, PTO, and after-hours coverage
- Provide basic vendor coordination (hardware repair/replacement logistics)
Strong verbal and written communication skills
Technologies & Tools:
Microsoft 365 - user/mailbox administration, Outlook, Teams, SharePoint/OneDrive troubleshooting, license assignment, basic Exchange Online tasks
Active Directory - user/group account creation, password resets, permissions/security group management, OU structure, basic GPO troubleshooting
Networking basics - TCP/IP fundamentals, DNS/DHCP troubleshooting, printer/network device connectivity, Wi-Fi troubleshooting, basic switch/port issues, VPN client support
PSA/Ticketing platform - ticket logging, time tracking, documentation, and reporting through a PSA tool
RMM (Remote Monitoring & Management) - endpoint monitoring, patch management, remote access/troubleshooting using RMM tools
Microsoft Intune - device enrollment, endpoint configuration/compliance policies, app deployment, basic MDM troubleshooting
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