Tech Customer Support

Maryland Headquarters 421 Aviation Way Frederick, MD 21701, USA

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. The role includes responding to help desk calls using basic troubleshooting techniques, logging all calls in a database, installing, maintaining, and supporting computer hardware and standard and specialized application software, and occasionally lifting and transferring PCs, monitors, and printers.

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.

Complex or unresolved issues are escalated appropriately to senior support staff.

Prepare, maintain and support hardware and software to ensure seamless operation for end-users, including imaging, deploying, configuring, installing, updating and troubleshooting desktops, laptops, mobile devices, printers, and accessories. Support applications such as Office
365, Creative Cloud, and other productivity tools. Issues are escalated to senior staff when needed.

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 login issues, password resets, and multi‑factor authentication routinely. Collaborate with HR and team leads for onboarding and offboarding, 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. Coordinate with senior staff to implement fixes involving switches, routers, or firewalls when necessary.

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 reports to ensure 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.

When an issue exceeds the specialist’s scope or expertise, it is escalated appropriately. The specialist participates in departmental meetings, contributes feedback for improving IT operations, and provides hands‑on support for projects such as office relocations, system upgrades, or technology rollouts.

To remain effective and adaptable, engage in continuous learning and skill development. This includes self‑directed study of emerging technologies, industry trends, and new tools relevant to IT support, system administration, and cybersecurity. The specialist may enroll in online courses, participate in vendor webinars, or pursue certifications in areas such as networking, cloud platforms, mobile device management, or support automation. New knowledge is actively applied to improve daily workflows, enhance troubleshooting efficiency, and contribute ideas for process improvements or innovation within the IT team.

Familiarity with both Windows and macOS ecosystems is continuously expanded to reflect the evolving needs of the…