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IT Helpdesk Analyst

UPPER BAY COUNSELING AND SUPPORT SERVICES INC
Elkton, MD

Quick Apply

Job Details

Full-time
$17.25 - $20.00 an hour

Benefits

Health insurance
Dental insurance
Paid time off
Vision insurance

Qualifications

Desktop computer repair
Computer operation
Hardware maintenance
Windows
High school diploma or GED
Computer hardware
Productivity software

Full Job Description

IT Help Desk Technician

Location: Upper Bay Counseling & Support Services, Inc. (UBCSS)
Job Type: Full-Time
Schedule: Monday–Friday | 8-Hour Shift

Upper Bay Counseling & Support Services, Inc. (UBCSS) is seeking a proactive, customer-focused IT Help Desk Technician to join our Information Technology team. This position serves as the first point of contact for staff experiencing technical issues and plays a vital role in keeping our organization running smoothly.

If you enjoy troubleshooting technology, helping others, and working in a collaborative environment, we'd love to hear from you!

Why Join UBCSS?

Monday–Friday schedule with work-life balance
Flexible scheduling options
Opportunity to grow your IT career in a supportive environment
Collaborative and mission-driven workplace
Work with a variety of technologies and systems
Comprehensive benefits package, including:
- Health insurance
- Dental insurance
- Vision insurance
- Paid Time Off

What You'll Do

Technical Support

Serve as the first point of contact for IT support requests via phone, email, in person, or remote support.
Troubleshoot and resolve hardware, software, printer, network, and mobile device issues.
Provide exceptional customer service while assisting employees with technical questions and problems.

Troubleshooting & Issue Resolution

Diagnose and resolve basic to moderately complex technical issues.
Guide users through step-by-step solutions using clear, non-technical language.
Escalate advanced technical issues to senior IT staff when appropriate.

Ticket & Asset Management

Monitor and manage the IT ticketing system to ensure timely responses.
Prioritize support requests based on urgency and business impact.
Document issues, resolutions, and follow-up activities accurately.
Maintain hardware and software inventory records.
Assist with software licensing, renewals, and vendor coordination.

Collaboration & Process Improvement

Work closely with the IT team and other departments to resolve technology issues.
Maintain technical documentation, user guides, and knowledge base articles.
Assist with employee training on new technologies and software.
Recommend improvements to IT support processes and customer service practices.

What We're Looking For

Required Qualifications

High school diploma or equivalent
Basic knowledge of Windows operating systems, Office 365, web browsers, and common computer hardware
Experience troubleshooting hardware and software issues
Strong customer service and communication skills
Ability to explain technical concepts to non-technical users
Excellent organizational, problem-solving, and time-management skills
Ability to work independently while contributing to a collaborative team environment

Preferred Qualifications

Associate degree in Information Technology, Computer Science, or related field
Industry certifications such as CompTIA A+, ITIL, or similar
Experience supporting desktops, laptops, printers, and other end-user hardware
Familiarity with IT ticketing systems and remote support tools
Understanding of networking fundamentals and cloud-based platforms such as Microsoft Office 365 or Google Workspace

Preferred Experience

One (1) year of Help Desk or technical support experience
One (1) year of Windows support experience

Ideal Candidate

Passionate about technology and helping others
Patient, professional, and customer-focused
Organized and able to manage multiple priorities
Strong problem solver with excellent attention to detail
Eager to learn new technologies and continuously improve

Quick Apply

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