IT Support Technician

Job Description

Preferred Location: Capitol Heights, MD

About dancker

Since 1829, dancker has evolved from a single craftsman's vision into a dynamic organization focused on creating smarter, more connected environments. Today, we help organizations transform the way people work by integrating commercial interiors, technology, and workplace solutions that support productivity, collaboration, and innovation.

Technology plays a critical role in delivering seamless experiences for both our employees and clients. From supporting hybrid work environments to maintaining secure and reliable systems across multiple locations, our IT team is essential to keeping dancker connected and operating efficiently.

As dancker continues to grow and modernize, we are investing in scalable technology solutions, strong infrastructure, and exceptional support experiences that empower our teams to do their best work every day.

Joining dancker means becoming part of a collaborative, customer-focused organization that values continuous improvement, innovation, and professional growth.

The difference you'll make:

dancker is seeking a customer-focused and technically skilled IT Support Technician to support employees across the organization by ensuring reliable day-to-day technology operations.

This role is responsible for delivering timely technical support for desktop systems, software applications, mobile devices, printers, and network connectivity issues. The IT Support Technician will serve as the first point of contact for end users, helping troubleshoot and resolve issues both remotely and in person while maintaining a high level of customer service.

This is an exciting opportunity for someone who enjoys solving technical problems, supporting end users, and contributing to a collaborative and fast-paced environment.

How you'll make an impact:

End User Support

• Provide first-level technical support via phone, email, chat, web portal, and ticketing systems.
• Troubleshoot hardware, software, network, printer, and mobile device issues for employees across all locations.
• Support remote users using tools such as TeamViewer.
• Escalate complex incidents to the appropriate technical resources when necessary.

Desktop & Device Management

• Install, configure, and maintain desktops, laptops, printers, and peripheral devices.
• Deploy pre-packaged software and assist with software rollouts and updates.
• Perform hands-on desktop support and hardware repairs when remote support is not appropriate.
• Install antivirus software and ensure systems remain updated and protected.

Incident & Service Management

• Record, track, and document incidents and resolutions within the service desk ticketing system.
• Prioritize and manage incidents according to established service level agreements (SLAs).
• Research solutions using internal and external knowledge bases.
• Reinforce SLAs and manage end-user expectations throughout the support process.

Preventative Maintenance & Continuous Improvement

• Perform preventative maintenance on workstations, printers, and peripherals.
• Test fixes to ensure incidents are fully resolved.
• Identify recurring technical issues and recommend process improvements.
• Develop user help guides, FAQs, and contribute to the technician knowledge base.

What you'll bring to this role:

• High school diploma or equivalent required; technical or vocational training preferred.
• 3-5 years of IT support experience in a corporate environment.
• Experience supporting Microsoft Office 365, including Windows 10 and newer operating systems.
• Understanding of Active Directory/LDAP and TCP/IP networking.
• Experience using Help Desk or Service Desk ticketing systems.
• Experience troubleshooting printers and supporting mobile devices (Android and Apple).
• Basic knowledge of HTML/web design and SQL databases.
• Experience with SonicWALL firewalls, VMware, Nutanix, Ruckus/Brocade networking, Zoho/ManageEngine products, and Zoom is a plus.

Key Behaviors to succeed in the role

All Employees: Collaborates | Accountable | Innovative | Customer Focused | Self Development | Courage

More about the role:

• Hybrid work schedule based in Capitol Heights / Washington, DC
• Occasional travel may be required to support remote office locations and end users
• Hands-on desktop support responsibilities in both office and remote environments

Salary Range: Minimum: $60,000 Maximum: $80,000 will be based on capability and experience