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IT Support Jobs in Annapolis, MD

Help Desk Technician Tier 2

International Computer Sciences Inc
  • Annapolis, MD
  • Full-time
1 day ago

Job Description

Benefits:
  • 401(k) matching
  • Bonus based on performance
  • Company car
  • Competitive salary
  • Dental insurance
  • Free food & snacks
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Training & development
  • Vision insurance

Job Title: Help Desk Technician– Tier 2 
 
Full time – In Office - Annapolis, MD

About us: ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels.
 
Essential Duties & Responsibilities:
  • Diagnose and resolve technical issues, including Microsoft core business applications and operating systems. 
  • Deliver comprehensive troubleshooting and backend support to end users. 
  • Troubleshoot and resolve complex workstation issues and provide general server support. 
  • Perform initial triage for network degradation, outages, compromised accounts, and other critical technical incidents. 
  • Support Microsoft technologies such as Windows Server, Exchange, and SharePoint. 
  • Maintain and update system documentation within ConnectWise and IT Glue. 
  • Enhance customer satisfaction through high‑quality service and support. 
  • Ensure compliance with all company policies and procedures. 
  • Carry out additional duties as assigned by the supervisor. 
  • Participate in the on‑call rotation during non‑business hours.
 Knowledge/Skills:


  • Strong diagnostic and troubleshooting skills for a wide range of technical issues.
  • Networking knowledge (DHCP, DNS, Wi-Fi setup, VLAN concepts).
  • Strong knowledge with Microsoft 365, Entra ID/Azure AD, and user provisioning workflows.
  • Solid understanding of Windows and macOS operating systems, networking fundamentals, and common business applications.
  • Excellent analytical, problem‑solving, and communication skills.
  • Ability to work independently as well as collaboratively within a team.
  • Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
  • Strong customer service orientation with the ability to manage multiple tasks and adapt quickly to change.
  • Prior experience with ConnectWise is a plus.
 
Experience with:
  • Windows Server (2012+) / Active Directory
  • Windows 10 & 11
  • Office 365 / Microsoft 365 / Entra ID
  • Backup solutions: Datto, Veeam
  • Network/security: SonicWall, Cisco Meraki
  • Security platforms: SentinelOne, Webroot, Barracuda, Avanan
  • Mobile device management: Intune/MDM
 Qualifications:
  • Proven experience in an IT support role, preferably within an MSP environment.
  • Hands‑on experience with Microsoft 365, Exchange, and Active Directory.
  • Experience supporting cloud environments (Azure, AWS, Google Cloud) is a plus.
  • Demonstrated ability to diagnose and resolve technical issues efficiently and professionally.
 Benefits/Perks
  • Competitive compensation
  • Fun, supportive workplace culture
  • Pay commensurate with experience and qualifications
  • Opportunities for career development and advancement
  • Engaging, fast‑paced MSP environment
Physical Requirements:
  • Regular, reliable attendance
  • Ability to lift and carry up to 50 lbs
  • Ability to communicate clearly over the phone

Numbers & Facts

LocationAnnapolis, MD
Job TypeFull-time

Skills

  • Amazon Web Services (AWS)unmatched
  • Analysis Skillsunmatched
  • Barracudaunmatched
  • Business Solutionsunmatched
  • Cisco Network Systemsunmatched
  • Cloud Computingunmatched
  • Communication Skillsunmatched
  • CompTIA - Computing Technology Industry Associationunmatched
  • CompTIA A+unmatched
  • CompTIA Network+unmatched
  • Computer Securityunmatched
  • Corporate Policiesunmatched
  • Customer Satisfactionunmatched
  • Customer Support/Serviceunmatched
  • DHCP (Dynamic Host Configuration Protocol)unmatched
  • DNS (Domain Name System)unmatched
  • Dental Insuranceunmatched
  • Documentationunmatched
  • Health Insuranceunmatched
  • Help Deskunmatched
  • Identify Issuesunmatched
  • Lift/Move 50 Poundsunmatched
  • Mac Operating Systemunmatched
  • Maintain Complianceunmatched
  • Management of Information Systems/Technology (MIS)unmatched
  • Manufacturing Data Managementunmatched
  • Microsoft Active Directoryunmatched
  • Microsoft Certificationsunmatched
  • Microsoft Exchange Serverunmatched
  • Microsoft Officeunmatched
  • Microsoft Product Familyunmatched
  • Microsoft SharePointunmatched
  • Microsoft Windows Azureunmatched
  • Microsoft Windows Operating Systemunmatched
  • Microsoft Windows Serverunmatched
  • Mobile Devicesunmatched
  • Multitaskingunmatched
  • Network Securityunmatched
  • Operating Systemsunmatched
  • Patient Assessmentunmatched
  • Problem Solving Skillsunmatched
  • Security Infrastructureunmatched
  • Server Supportunmatched
  • SonicWALLunmatched
  • Systems Maintenanceunmatched
  • Technical Supportunmatched
  • Training/Teachingunmatched
  • VLAN (Virtual Local Area Network)unmatched
  • Vision Planunmatched
  • Wi-Fiunmatched

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