IT Support Technician

SC&H Group External•Hunt Valley, MD

1d•Onsite

About The Position

SC&H offers you an opportunity to leverage your IT Helpdesk experience and to broaden your business skills in a rewarding and challenging environment. Work with other talented technology professionals in supporting our employees' technology needs, concerns, and issues, allowing them to meet their business objectives. We are currently searching for a talented IT Support Technician to join our team in Hunt Valley, MD.

Requirements

3 to 5+ years of experience in an IT support or help desk capacity, with demonstrated ownership of tickets from intake through resolution
Experience supporting Windows workstations in Active Directory, Microsoft Entra ID, and Intune managed environments
Strong troubleshooting skills and the ability to methodically isolate and resolve technical problems
Ability to respond quickly to end user issues while balancing multiple priorities
Proven written and verbal communication skills, including the ability to summarize technical issues and status for management
Demonstrated ability to independently manage a workload, maintain accurate documentation, and follow tasks through to completion with minimal supervision
Strong time management and organizational skills
Ability and desire to work collaboratively in a team environment
Demonstrated history of independently learning new technologies, applications, or technical skills
Exceptional integrity, sound judgment, and a strong work ethic
Excellent interpersonal skills and the ability to interact professionally with employees at all levels of the organization
Strong problem-solving skills and intellectual curiosity
The ability to excel in a collaborative team environment while also thinking and acting independently
A mindset of accountability, continuous improvement, and pride in producing accurate, complete work
All candidates must be able to provide their own transportation to and from SC&H offices and client locations where applicable.

Nice To Haves

Vendor certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Fundamentals, CompTIA A+, or Network+
Basic understanding of LAN and WAN infrastructure
Experience with PDQ Inventory and Deploy and/or Freshservice
Experience troubleshooting Microsoft 365 applications, SharePoint Online and OneDrive, Microsoft Defender for Office 365 and Endpoint, and other third-party business applications
Familiarity with Microsoft Teams and Teams Phone
Comfort working within a formal security and compliance program
Experience working in an environment where performance is measured through ticket quality, response and resolution times, customer service, project completion, or similar service metrics

Responsibilities

Provide responsive end user support for hardware, software, access, and connectivity issues
Create, maintain, and update trouble tickets based on end user requests and technical needs
Troubleshoot issues including email, printing, file access, authentication, Microsoft 365 applications, endpoint protection, and other business applications
Install and update Windows operating systems and business applications
Install, replace, and upgrade computer hardware and peripherals
Install and update software using PDQ Connect
Configure, assign, and accurately track IT equipment within Freshservice
Create and maintain clear IT knowledgebase articles for known issues, procedures, and resolutions
Assist the network team with projects, deployments, and support activities as needed
Communicate proactively with users and team members regarding status, next steps, and expected resolution