Tech Support

BTI Solutions • Rockville, MD

1d

About The Position

The Tech Support Technician provides essential first-line technical support for end-user computing and office automation (OA) systems. This role ensures business continuity by maintaining hardware, software, network configurations, and conference room equipment. The ideal candidate will manage service tickets, track IT assets, and deliver exceptional customer service to all employees, including executives.

Requirements

• Associate degree in Computer Science, IT, or equivalent work experience
• 1–3 years of experience in technical helpdesk or desktop support roles
• Proficient in configuring and troubleshooting Windows OS environment
• Hands-on experience assembling, repairing, and diagnosing PCs and laptops
• Strong communication skills with a customer-centric mindset
• Ability to diagnose basic network and software issues methodically

Nice To Haves

• CompTIA A+, Network+, or Microsoft Certified Fundamentals
• Basic experience managing user accounts in Active Directory
• Familiarity with ITSM ticketing tools (e.g., ServiceNow, Jira Service Desk)
• Bi-lingual (Both Korean and English)

Responsibilities

• Troubleshoot end-user computing hardware, software, and network issues
• Manage the lifecycle of end-user devices from deployment to retirement
• Configure software and hardware settings based on company standards
• Handle IT ticketing systems by logging, tracking, and resolving issues timely
• Track and audit company IT hardware and software assets
• Provide high-touch, premium technical support for VIPs and executives
• Support standard business applications and corporate software tools
• Maintain conference room AV equipment and shared computing facilities
• Deploy and enforce mobile device security and MDM policies
• Administer basic Windows environment and Active Directory (AD) tasks
• Support peripherals including printers, scanners, and external devices
• Perform routine maintenance on office automation systems
• Monitor and manage software licenses to ensure compliance
• Assist with IT security audits and regular operational reporting
• Procure and replace IT consumables like printer toner and accessories
• Setup and image new workstations for incoming employees

Benefits

• Competitive compensation
• Comprehensive health and wellness offerings
• Opportunities for professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree