Desktop Support - Tech Bar

At T. Rowe Price, the Desktop Support Technician – Tech Bar serves as a first point of contact for employees who need help with end-user technology. This onsite role supports a fast-paced, walk-up environment where timely, accurate troubleshooting matters, and where clear communication helps non-technical users get back to work.

Working directly from the Tech Bar in Baltimore, you will handle support requests for desktops, laptops, mobile devices, and peripherals, while partnering with other IT teams to resolve more complex issues.

Role summary

• Provide high-quality, in-person walk-up technical support at the Tech Bar for end-user technology issues
• Diagnose and resolve hardware, software, operating system, and connectivity problems
• Support Windows and/or macOS environments, including VDI, along with standard productivity tools (including Microsoft 365 and collaboration tools)

Key responsibilities

• Handle desktop, laptop, mobile device, and peripheral support requests in a customer-facing setting
• Perform device setups, swaps, upgrades, and replacements
• Explain technical issues and solutions in a way that’s understandable to non-technical users
• Manage multiple walk-up requests while keeping service quality consistent
• Set expectations for resolution timelines and escalate issues when appropriate
• Document incidents, requests, and resolutions accurately in the ticketing system
• Track, manage, and maintain IT assets and Tech Bar inventory
• Follow device lifecycle processes such as imaging, deployment, and decommissioning
• Collaborate with IT teams such as network, security, endpoint, and service desk to resolve complex issues
• Identify recurring problems and contribute to process or knowledge base improvements
• Maintain Tech Bar cleanliness, organization, and readiness

Qualifications

• 2+ years of enterprise experience in desktop support, service desk, or end-user IT support
• Strong working knowledge of Windows and/or macOS operating systems
• Experience supporting laptops, desktops, printers, mobile devices, and peripherals
• Familiarity with ticketing systems and basic asset management practices
• Excellent customer service and communication skills

Technologies

• Windows, macOS, VDI
• Microsoft 365, Microsoft, Active Directory
• iOS, Android

Preferred

• Experience in a walk-up support or Tech Bar environment
• Knowledge of Microsoft 365, Active Directory, and basic networking concepts
• Mobile device support experience (iOS and Android)
• IT certifications such as CompTIA A+, ITIL, Microsoft, or Apple

Work environment and location

• Location: Baltimore, MD (onsite)
• Customer-facing Tech Bar setting on-site
• Requires standing, walking, and handling IT equipment
• May include occasional after-hours or rotational support as needed
• On-site schedule requires five days per week in the office for collaboration and business needs

Compensation and benefits

• Salary range: USD 69,500 - 148,000 per year
• Annual bonus eligibility
• Competitive compensation
• A generous retirement plan
• Hybrid work schedule
• Health and wellness benefits, including online therapy
• Paid time off for vacation, illness, medical appointments, and volunteering days
• Family care resources, including fertility and adoption benefits

FINRA

FINRA licenses are not required and will not be supported for this role.