Tech Customer Support

AOPA • Frederick, MD

4d • $29 - $34 • Onsite

About The Position

The Technical Customer Support position will serve as the first point of contact for end users with technical issues. They will be responsible for logging the request, collecting detailed information about the issue, and resolving and / or escalating the issue if necessary. Will respond to help desk calls using basic troubleshooting techniques to provide timely problem diagnosis and resolution. Log all help desk calls taken into database detailing problem and applied fixes. Installation maintenance and support of computer hardware including CPU's, monitor, printers, NIC's, modems, drivers, etc. Installation, maintenance and support of both standard and specialized application software. Duties include lifting and transferring PC's, monitors and printers.

Requirements

• High school diploma or equivalent
• 1 year of experience in a Level 1 IT support role
• Must have hands-on experience providing end-user support in a professional environment, including desktop support, remote troubleshooting, and ticket resolution across Windows and macOS platforms
• Proficiency in supporting Windows operating systems
• Demonstrated ability to configure, troubleshoot, and support users in a Windows environment, including file systems, user settings, software installation, and system maintenance
• Strong knowledge of Microsoft 365 ecosystem
• Experience with Outlook, Teams, SharePoint, and OneDrive, including account setup, troubleshooting, and user training.
• Ability to support Microsoft 365 administration tasks like license assignment and group membership
• Familiarity with Active Directory and identity/access management
• Experience with account creation, group management, password resets, and permission-based access control via Active Directory or Azure AD
• Working knowledge of basic networking concepts and connectivity troubleshooting
• Understanding of IP addressing, DNS, DHCP, Wi-Fi, VPNs, and network troubleshooting tools.
• Ability to support users with network-related issues on-site and remotely
• Understanding of IT security fundamentals
• Basic knowledge of antivirus management, endpoint protection, encryption tools (e.g., BitLocker, FileVault), phishing awareness, and secure password/MFA practices
• Desktop Support Certifications or equivalent job experience
• CompTIA A+

Nice To Haves

• Advanced Certifications
• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA Network+
• Associate degree in Information Technology, Computer Science, or related field

Responsibilities

• Provide direct support to end-users through multiple channels, including a ticketing system, phone calls, email, and in-person assistance.
• Serve as the initial contact for employees experiencing IT issues.
• Diagnose and resolve a wide range of technical problems, such as login failures, software errors, printing issues, and system crashes.
• Provide clear instructions for users of varying technical skills and utilize remote support tools to assist users in different locations.
• Prepare, maintain and support hardware and software to ensure seamless operation for end-users.
• Imaging, deploying, configuring, installing, updating and troubleshooting hardware and software such as desktops, laptops, mobile devices, printers, and accessories and applications such as Office365, Creative Cloud and other productivity applications.
• Create and modify user accounts in systems such as Active Directory and Microsoft 365 portals.
• Manage user permissions, group memberships, and security roles, ensuring appropriate access based on job responsibilities.
• Support for login issues, password resets, and multi-factor authentication is provided routinely.
• Collaborate with HR and team leads to ensure account access aligns with onboarding and offboarding events, while maintaining logs and compliance with internal access control policies.
• Diagnose and resolve office and remote network problems, including wired and wireless connectivity issues.
• Assist users with VPN access and connections to onsite and offsite/home networks.
• Manage audio visual and network needs in meeting rooms, such as projectors, conferencing equipment, and cables.
• Document troubleshooting steps, resolutions, and recurring issues in the service desk system to support knowledge sharing and identify patterns of systemic problems.
• Contribute to internal knowledge bases and create quick-reference guides.
• Review systems and reporting as assigned to assist in ensuring all endpoints remain secure and compliant with organizational IT policies.
• Respond to alerts or suspicious activity, such as phishing attempts or unusual login behavior, escalating incidents when necessary.
• Collaborate with other IT teams, including systems administrators, and cybersecurity staff.
• Participate in departmental meetings, contribute feedback for improving IT operations, and provide hands-on support for projects such as office relocations, system upgrades, or technology rollouts.
• Engage in continuous learning and skill development.
• Self-directed study of emerging technologies, industry trends, and new tools relevant to IT support, system administration, and cybersecurity.
• Apply new knowledge to improve daily workflows, enhance troubleshooting efficiency, and contribute ideas for process improvements or innovation within the IT team.
• Continuously expand familiarity with both Windows and macOS ecosystems to reflect the evolving needs of the organization.

Benefits

• Flight Training (earn your Private Pilot License for free) & Annual Flight Proficiency Program (so you can keep flying and remain proficient)
• Medical, Dental, and Vision insurance is available for employees and their dependents the 1st of the month following their start date
• Flexible Spending Plans
• Health Savings Plan with employer contribution (for eligible participants)
• 401(k) Retirement Plan with a company match, and annual discretionary supplemental employer contribution
• Company paid Short and Long-term Disability Insurance
• Company paid Life Insurance and AD&D insurance with the option to buy up
• Paid Time Off (PTO): 17 days accrued during first year (accruals increase based on tenure)
• Paid Holidays: 12 holidays
• Personal days: 3 (prorated based on hire date)
• Volunteer day: 1 (prorated based on hire date)
• Work From Home Fridays
• Paid Parental Leave
• AOPA Membership
• Employee Assistance Program
• Wellness Program (earn medical insurance premium discounts)
• Gym Reimbursement Program
• Supplemental insurance options (critical illness, accident, hospital indemnity)
• Tuition Reimbursement Program
• Discount on AOPA swag
• Business casual dress code
• Free coffee, tea, hot cocoa

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED