IT Support Technician

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.

• 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 Fresh service
• 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

• You take ownership. You see support requests through from initial contact to confirmed resolution rather than assuming someone else will handle the next step.
• You follow through. You proactively review open work, provide updates, close loops, and complete commitments without repeated reminders.
• You pay attention to detail. Ticket notes, equipment records, configurations, documentation, and routine technical tasks are accurate and complete.
• You prioritize effectively. You organize competing requests based on urgency, business impact, service expectations, and agreed upon goals.
• You look beyond the immediate fix. You identify recurring problems, investigate root causes, improve documentation, and recommend ways to prevent repeat issues.
• You are self-directed. When the queue is quiet, you identify useful work such as documentation, inventory cleanup, preventative tasks, learning, or assisting teammates.
• You are accountable for results. You are comfortable working toward defined goals for service quality, response and resolution, documentation accuracy, customer communication, and project completion.
• You keep learning. You independently build your technical knowledge and apply what you learn to solve real business problems.

Required

• 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 , 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

• 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 Fresh service
• Experience troubleshooting Microsoft 365 applications, SharePoint Online and One Drive, 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…