IT Support Technician
About The Position
At Fello, we champion the rights of people with disabilities and invest in what matters most: real opportunities, strong relationships, and inclusive, equitable communities. We partner with people with disabilities to provide support services, develop inclusive housing, and create spaces where people feel genuinely connected—not just accommodated. The IT Support Technician provides IT technical support to internal users, serving as the first point of contact for support tickets and troubleshooting connectivity, software, and device issues across laptops, iPads, peripherals, conference room equipment, and VoIP systems. This role applies standard Office 365 builds, supports IT asset deployment, and assists with administering third-party SaaS applications, including iCM, Paycom, FMSE, and ZenDesk. This position involves in-person interaction with employees and some people served, regular travel across Anne Arundel County and Maryland's Eastern Shore, and is designated as essential during emergencies.
Requirements
- Strong troubleshooting instincts.
- Customer-service mindset.
- Proficiency in MS Word, Excel, Outlook, Teams, and OneDrive.
- High school diploma or GED.
- A minimum of three years of IT support and/or IT user support experience (or CompTIA A+ certification in lieu of two years of experience).
- The ability to drive.
Nice To Haves
- Bachelor's degree in business or technology is strongly preferred.
Responsibilities
- Provide IT technical support to internal users.
- Serve as the first point of contact for support tickets.
- Troubleshoot connectivity, software, and device issues across laptops, iPads, peripherals, conference room equipment, and VoIP systems.
- Apply standard Office 365 builds.
- Support IT asset deployment.
- Assist with administering third-party SaaS applications, including iCM, Paycom, FMSE, and ZenDesk.
- Respond to tickets with professionalism.
- Provide one-on-one technical support and training via phone, virtual platforms, and in person.
- Proactively suggest improvements to IT standard operating procedures.
- Communicate effectively with a variety of end users.
- Adhere to deadlines with a strong sense of urgency.
Benefits
- Award-winning total rewards (benefits) package
- Paid professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
