IT Help Desk Technician

PLANET AID INC•Elkridge, MD

15h•$23 - $25•Onsite

About The Position

Join a mission-driven organization making a global impact! Planet Aid collects and recycles used textiles to protect the environment and support sustainable development in communities around the world. This role provides first-line technical support to employees and reports directly to the Systems Administrator. We're looking for a go-getter who's comfortable wearing multiple hats, willing to get their hands dirty, and ready to travel to different company locations for hands-on work such as security camera and cabling installations. It's a great opportunity for someone early in their IT career to build foundational troubleshooting, customer service, and physical infrastructure skills in a supportive, fast-paced environment.

Requirements

High school diploma or equivalent required
0–1 year of experience in a help desk, customer service, or technical support role (internships count)
Basic understanding of Windows and/or macOS operating systems
Familiarity with common business software (Microsoft Office/Google Workspace, email clients)
Strong communication skills and a customer-service mindset
Ability to explain technical concepts to non-technical users in a clear, patient manner
Strong problem-solving skills and attention to detail
Ability to prioritize and manage multiple support tickets simultaneously
Comfortable performing physical work such as installing cabling, mounting equipment, and working with tools
Valid driver's license required
Ability and willingness to travel to different company locations
Ability to lift and move IT and installation equipment (up to 40 lbs), including working with ladders and in tight spaces (ceilings, closets, wiring runs)

Nice To Haves

Associate's degree or coursework in IT, Computer Science, or related field preferred
Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management)
Basic knowledge of networking concepts (Wi-Fi, VPN, TCP/IP basics)
Experience supporting Active Directory / Microsoft 365 environments

Responsibilities

Respond to help desk tickets, phone calls, and emails, providing timely and professional first-line technical support
Troubleshoot and resolve hardware, software, printer, and connectivity issues for desktops, laptops, and mobile devices
Set up new user accounts, workstations, and equipment, including software installation and configuration
Reset passwords and manage user access requests in accordance with company security policies
Document all support interactions, resolutions, and recurring issues in the ticketing system
Escalate unresolved or complex issues to Tier 2/3 IT staff with clear documentation
Maintain inventory of IT equipment, including tracking assignments and basic asset management
Assist with onboarding/offboarding of employees from an IT equipment and access standpoint
Provide basic support for common business applications (email, video conferencing, office software)
Follow up with users to confirm issue resolution and ensure satisfaction
Contribute to and help maintain the internal knowledge base of common issues and solutions
Assist with the installation, setup, and basic maintenance of security cameras and related surveillance equipment
Assist with installation of network and low-voltage cabling, including running cable, mounting hardware, and basic wiring work
Travel to different company locations as needed to support installations, equipment setup, and on-site troubleshooting
Take initiative on hands-on physical tasks (mounting equipment, working in ceilings/closets, minor cable runs) — a willingness to "get your hands dirty" is essential