Help Desk Technician

advance programs is hiring a Help Desk Technician to provide reliable IT support for teams in Columbia, MD (onsite). This full-time role offers 40 hours/week of work helping users across a wide technology stack, including Microsoft 365 GCC High, Intune, Entra ID, NetSuite, SolidWorks, and Fortinet. If you enjoy being the first point of contact for troubleshooting and want benefits and stability, this position includes medical, retirement support, and paid time off.

What you’ll do

• Act as the first responder for IT requests by triaging, prioritizing, and routing tickets in the Desk365 ticketing system.
• Resolve issues at first contact or escalate with complete notes when additional support is required.
• Provide remote and deskside support for hardware, software, and account problems.
• Document troubleshooting steps, resolutions, and user communications in every ticket, and contribute to the team knowledge base.
• Set up, deploy, and maintain Windows laptops and workstations using Intune and Autopilot, following device naming and configuration standards.
• Support onboarding and offboarding tasks, including Entra ID and Active Directory account management, Exchange Online mailbox provisioning, group membership, Teams, SharePoint/OneDrive access, and MFA enrollment.
• Handle password resets, account lockouts, and multi-factor authentication issues.
• Troubleshoot Microsoft 365 applications, printers, peripherals, conference room equipment, and Intune-managed mobile devices.
• Provide first-level support for business applications including NetSuite, SolidWorks, and in-house applications, escalating to the right administrator when needed.
• Install approved software and updates in line with the company software approval process.
• Maintain hardware and software asset inventory, including equipment issues, loaners, and returns.
• Follow security and compliance procedures for handling CUI (NIST 800-171 / CMMC) and promptly report suspected phishing or security incidents.
• Complete additional tasks and projects requested by the IT Manager, with overtime and after-hours support possible.

What you bring

• High school diploma or equivalent with 1-3 years of helpdesk or desktop support experience.
• An associate’s degree or IT certificate is a plus.
• Helpful certifications include A+, Net+, Sec+, and Microsoft 365 Endpoint Administrator (MD-102), among others.
• Experience with Windows 10/11 troubleshooting, configuration, and deployment.
• Knowledge of Microsoft 365 components such as Outlook/Exchange Online, Teams, OneDrive, and SharePoint Online.
• Administration experience with Entra ID (Azure AD) and Active Directory for users and groups, including password administration.
• Familiarity with Intune device enrollment and management (including Autopilot, compliance policies, and app deployment).
• Comfort with ticketing systems (such as Desk365) and remote support tools.
• Network fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience supporting printers, peripherals, conference room equipment, and mobile devices.
• PowerShell scripting and familiarity with NIST 800-171 / CUI handling is a plus.
• Customer-focused communication and the ability to explain technical issues clearly, both verbally and in writing.
• Strong ticket documentation habits and the ability to follow documented procedures.
• Organized and dependable, able to work independently and as part of a team.
• Ability to lift and carry computer equipment up to 40 lbs.
• Active DoD security clearance or the ability to obtain one is required.

Compensation and benefits

The good-faith hourly pay range for this position is $26.92–$34.62. Final base pay is determined based on factors including the scope and responsibilities of the role and the candidate’s experience, education, skills, and current market conditions.

• Medical, dental, and vision insurance
• 401(k) retirement plan with employer contribution
• Paid time off and paid holidays
• Life and disability insurance

This role also requires Active DoD security clearance or the ability to obtain one.