IT Service Desk Analyst II

Singer Equipment Company is seeking an IT Service Desk Analyst II to deliver first-line technical support for users across its Belcamp, MD and Glenelg, MD locations. This onsite role blends hands-on troubleshooting with clear communication, handling requests via phone, chat, or email and guiding issues from initial contact to resolution. The position offers a hourly rate of $24 to $27 and may include limited remote work depending on business needs.

Overview

Must be able to work in our Belcamp, MD office with some travel to Glenelg, MD. The Service Desk Analyst II is an entry-to-mid-level role that serves as the first point of contact for customers seeking technical assistance. Regular on-site presence between Belcamp and Glenelg locations is required. Remote work may be approved on a limited basis at management’s discretion, taking into account business needs, individual performance, and team coverage. The role pays $24-$27 per hour.

Responsibilities

• Respond to requests for technical assistance via phone, chat, or email
• Diagnose and resolve technical issues remotely
• Log all customer interactions into the ticketing system
• Receive Tier 1 escalations
• Escalate to internal/external Tier 3 after exhausting all troubleshooting steps
• Follow incidents through to resolution
• Provide regular updates to customers on their support requests
• Provide customers with support for corporate-owned assets (primarily workstations, laptops, servers), including basic help desk support up to advanced troubleshooting
• Troubleshoot workstation, networking, storage, and server issues on a variety of platforms
• Maintain good verbal and written communication throughout interactions

Requirements

• High school diploma or GED
• Microsoft Office 365 experience
• Tech savvy with working knowledge of Microsoft Office products
• Good understanding of computer systems, mobile devices, and other tech products
• Proficiency in English
• Excellent communication and interpersonal skills
• Customer-oriented and cool-tempered
• May be required to work 1st and/or 2nd shift
• Moderate physical activity that requires handling and/or lifting objects up to 25 pounds
• Some traveling to the different locations
• Network troubleshooting experience
• Extensive experience in basic computer troubleshooting
• Experience with Active Directory (account creation, password reset, OneDrive)
• PCI standard compliance knowledge is a plus, not a must
• ITIL Foundation Certification is a plus, not a must
• A+ / Network+ / Security+ / MCSA / MCSE are a plus, but not required

Technologies

• Microsoft Office 365
• OneDrive
• Active Directory

Benefits

• Medical
• Dental
• Vision
• Short term disability
• Long term disability
• 401K with company match
• Group life insurance
• Flexible spending
• Paid time off
• Paid holidays

Why you’ll love working here

• Make a Difference: Work with enthusiasm and integrity while ensuring communication, coordination and collaboration.
• Collaborative Spirit: Be part of a supportive and dynamic team environment.
• Growth Opportunities: Develop your skills and advance your career in a dynamic industry.
• Competitive Compensation & Benefits: Enjoy a rewarding package that reflects your contributions.