Desktop Support - Tech Bar (Onsite Baltimore, MD)

T. Rowe Price • Baltimore, MD

1d • Onsite

About The Position

The Desktop Support Technician – Tech Bar provides high-quality, walk-up technical support to employees in a fast-paced, customer-facing environment. This role is the first point of contact for end-user technology issues and focuses on rapid troubleshooting, clear communication, and an exceptional support experience. The technician supports hardware, software, mobile devices, and peripherals while maintaining a welcoming and professional Tech Bar environment.

Requirements

• 2+ years of enterprise experience in desktop support, service desk, or end-user IT support
• Strong knowledge of Windows and/or macOS operating systems
• Experience supporting laptops, desktops, printers, mobile devices, and peripherals
• Familiarity with ticketing systems and basic asset management practices
• Excellent customer service and communication skills

Nice To Haves

• Experience working in a walk-up support or Tech Bar environment
• Knowledge of Microsoft 365, Active Directory, and basic networking concepts
• Mobile device support experience (iOS, Android)
• IT certifications (CompTIA A+, ITIL, Microsoft, Apple)
• Customer-first mindset with strong interpersonal skills
• Ability to multitask and prioritize in a high-traffic environment
• Strong troubleshooting and problem-solving abilities
• Organized, detail-oriented, and process-driven
• Comfortable working independently while collaborating with a broader IT team

Responsibilities

• Provide walk-up, in-person technical support at the Tech Bar for desktops, laptops, mobile devices, and peripherals
• Diagnose and resolve hardware, software, operating system, and connectivity issues
• Support Windows and/or macOS environments, VDI environments, including standard productivity tools (e.g., Microsoft 365, collaboration tools)
• Perform device setups, swaps, upgrades, and replacements
• Deliver friendly, professional, and efficient service in a customer-facing support model
• Clearly explain technical issues and solutions to non-technical users
• Manage multiple walk-up requests while maintaining service quality
• Set expectations on resolution times and escalate issues appropriately
• Document incidents, requests, and resolutions accurately in the ticketing system
• Track, manage, and maintain IT assets and inventory associated with the Tech Bar
• Follow established processes for device lifecycle management (imaging, deployment, decommissioning)
• Partner with other IT teams (network, security, endpoint, service desk) to resolve complex issues
• Identify recurring issues and suggest process or knowledge base improvements
• Maintain Tech Bar cleanliness, organization, and readiness

Benefits

• Competitive compensation
• Annual bonus eligibility
• A generous retirement plan
• Hybrid work schedule
• Health and wellness benefits, including online therapy
• Paid time off for vacation, illness, medical appointments, and volunteering days
• Family care resources, including fertility and adoption benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed