Onsite - IT Support Center Specialist (Tier 1)

Optimal Networks, LLC is hiring a Tier 1 IT Support Center Specialist to provide both remote and onsite support for clients in a hybrid setup based in Rockville, MD. This role focuses on intake, troubleshooting, and case management in an ITSM system, with clear communication to clients and internal teams.

Location and Work Model

• Location: Rockville, MD (hybrid)
• Onsite schedule: 4 days in the office, 1 day remote
• Work location: In person (with hybrid support schedule)
• Ability to commute: Rockville, MD 20850 (Required)

Schedule, Travel, and Employment Details

• Job type: Full-time
• Weekly hours: 40 (Full-Time)
• Travel required: Less than 5%
• Shift coverage: Comfortable working a shift between 8:30 AM and 9:00 PM to support full-day coverage in a 24/7/365 operation
• Reporting to: Reactive Operations Center (ROC) lead

Compensation

• Pay: USD 25 - 28 per hourly

Responsibilities

• Handle customer technical support cases through phone and email submission.
• Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
• Provide technical support for end-user devices, including desktops, laptops, mobile devices, printers, scanners, and similar equipment.
• Support desktop operating systems including Windows and macOS.
• Provide software support across a range of applications, such as MS Office, POS systems, and accounting software.
• Support user administration and identity management, including Active Directory and MFA (Azure AD, Okta, etc.).
• Support cloud-based (SaaS) systems including Microsoft 365 and Windows365.
• Resolve technical problems, detect patterns of recurring issues, and coordinate with staff on persistent problems.
• Document clear, concise, facts-based actions and information in the ITSM system while maintaining accurate time recording.
• Provide incident and solution status updates, communicate during resolution, and confirm the user is satisfied before closing a ticket.
• Share case status updates to management and end-users according to service level guidelines.
• Collaborate with higher level support functions to transfer actions and support smooth transitions and knowledge transfer.
• Offer guidance to help users resolve common IT issues.
• Create and maintain relevant processes, procedures, and knowledge article documentation.
• Continue building knowledge and expertise by learning new technologies and achieving appropriate industry and professional certifications.
• Perform miscellaneous job-related duties as assigned.

Required Qualifications

• Experience: 2+ years of Service/Help Desk experience providing IT Support
• Strong knowledge of customer service practices and procedures.
• Strong interpersonal and communication skills, including the ability to explain technical issues to non-technical people in written, verbal, and non-verbal formats.
• Developed troubleshooting and diagnostic skills.
• Ability to work in a non-scripted helpdesk environment.
• Demonstrated experience providing remote support via remote tools.
• Demonstrated knowledge of Microsoft Windows desktop operating systems and Microsoft 365, collaboration tools, virus protection, and similar business-critical technologies.
• Education: High school diploma or GED
• Certification: CompTIA A+
• Experience working cooperatively in a team environment with other support groups via phone, email, and chat tools.

Desirable Experience and Certifications

• Managed Service Provider (MSP) experience in a Service Desk role.
• HDI – Support Center Analyst (HDI-SCA).
• ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations.
• CompTIA Network+ and CompTIA Security+.
• Microsoft 365 Certified: Fundamentals.
• Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Knowledge of Microsoft Windows Server products (2012 R2, 2016, 2019) and Microsoft Azure cloud-based services.
• Knowledge of networking technologies and concepts (TCP/IP, Wireless, Security, etc.).

Technologies

• Microsoft Windows
• Mac OS
• MS Office
• Active Directory
• MFA
• Azure AD
• Okta
• Microsoft 365
• Windows365
• ITSM system

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Role Attributes

• Client-focused: Empathetic and able to read people and situations well, with an emphasis on helping clients meet their business goals.
• Attention to detail: Meticulous about accuracy, including detecting errors and inconsistencies.
• Scrupulous and ethical: Known for reliability, accountability, and trustworthiness in internal and external interactions.
• Problem solver: Focused on solving issues rather than only addressing symptoms.