IT Helpdesk Analyst

UPPER BAY COUNSELING AND SUPPORT SERVICES INC (UBCSS) is seeking a proactive, customer-focused IT Help Desk Technician to act as the first point of contact for staff technical needs. This onsite role in Elkton, MD supports employees by troubleshooting common technology issues, managing IT tickets and documentation, and escalating advanced problems to senior IT staff.

Role Overview

In this position, you will respond to IT support requests through phone, email, in person, or remote support. You will troubleshoot hardware, software, printer, network, and mobile device issues, guiding users through step-by-step solutions using clear, non-technical language. You will also monitor the IT ticketing system, prioritize requests based on urgency and business impact, and maintain accurate records of issues and resolutions.

Responsibilities

• 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 customer service while assisting employees with technical questions and problems.
• 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.
• Monitor and manage the IT ticketing system to support 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.
• 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.

Requirements

• 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.

Technologies

• Windows operating systems
• Office 365
• Web browsers
• Google Workspace

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.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid Time Off

Additional Details

• Location: Elkton, MD (onsite)
• Schedule: Monday–Friday
• Compensation: USD 17–20 per hourly
• Minimum experience: 1 year