Help Desk Technician

advance programs•Columbia, MD

2d•$27 - $35•Onsite

About The Position

Advanced Programs Inc. (API) is hiring a Help Desk Technician to serve as the first point of contact for IT support. The technician triages incoming requests and resolves issues remotely or at users’ desks while supporting a diverse technology environment that includes Microsoft 365 GCC High, Intune, Entra ID, NetSuite, SolidWorks, Fortinet, and Desk365. This is a full-time, onsite position working 40 hours per week. Overtime and after-hours support may be required. The role supports hardware, software, accounts, devices, and business applications; maintains accurate ticket and asset records; and follows security and compliance procedures for handling CUI under NIST 800-171 / CMMC. The position requires an active DoD security clearance or the ability to obtain one. API describes its work environment as agile, flexible, close-knit, and collaborative.

Requirements

High school diploma or equivalent.
1–3 years of help desk or desktop support experience.
Active DoD security clearance or ability to obtain one.
Windows 10/11 troubleshooting, configuration, and deployment skills.
Microsoft 365 support skills, including Outlook/Exchange Online, Teams, OneDrive, and SharePoint Online.
Entra ID (Azure AD) and Active Directory user, group, and password administration skills.
Intune device enrollment and management skills, including Autopilot, compliance policies, and app deployment.
Experience with ticketing systems such as Desk365 or similar, and remote support tools.
Knowledge of network fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
Printer, peripheral, conference room, and mobile device support skills.
Customer-focused approach and patience when supporting users with different levels of technical skill.
Ability to prioritize multiple open requests by business impact and remain calm under pressure.
Ability to explain technical issues in plain language verbally and in writing.
Ability to write clear, complete ticket notes and follow documented procedures.
Ability to define problems, collect data, establish facts, and draw valid, concise conclusions.
Organized and dependable, with the ability to work independently and as part of a team.
Ability to lift and carry computer equipment up to 40 lbs.

Nice To Haves

Associate's degree or IT certificate.
A+, Net+, Sec+, Microsoft 365 Endpoint Administrator (MD-102), or similar certifications.
PowerShell scripting familiarity.
Familiarity with NIST 800-171 and CUI handling.

Responsibilities

Serve as the first responder for IT requests by triaging, prioritizing, routing, and resolving Desk365 tickets, or escalating them with complete notes.
Provide remote and deskside support for hardware, software, and account issues.
Document troubleshooting steps, resolutions, and user communications in tickets, and contribute articles to the team knowledge base.
Set up, deploy, and maintain Windows laptops and workstations through Intune and Autopilot according to company device naming and configuration standards.
Process user onboarding and offboarding, including Entra ID and Active Directory accounts, Exchange Online mailboxes, group membership, Teams, SharePoint and OneDrive access, and MFA enrollment.
Resolve password resets, account lockouts, and multi-factor authentication issues.
Support Microsoft 365 applications, printers, peripherals, conference room equipment, and Intune-managed mobile devices.
Provide first-level support for NetSuite, SolidWorks, and in-house applications, escalating issues to the appropriate administrator as needed.
Install approved software and updates according to the company software approval process.
Maintain hardware and software asset inventory, including equipment issuance, loaners, and returns.
Follow security and compliance procedures for handling CUI under NIST 800-171 / CMMC, and promptly report suspected phishing or security incidents.
Perform additional tasks, projects, and assignments as requested by the IT Manager.
Provide overtime and after-hours support when required.