IT Support Help Desk Specialist (Tier 1 & 2)

Index Analytics, LLC, is a rapidly growing, Baltimore-based small business providing health-related consulting services to the federal government. At the center of our company culture is a commitment to instilling a dynamic and employee-friendly place to work. We place a priority on promoting a supportive and collegial team environment and enhancing staff experience through career development and educational opportunities. Position Overview The IT Support Helpdesk Technician serves as the primary point of contact for end users experiencing technical issues and is responsible for handling both frontline support and more advanced troubleshooting. This role provides timely, courteous assistance, resolves routine incidents and service requests, investigates more complex technical issues, documents work accurately, and collaborates with other teams when deeper escalation is required. Responsibilities Respond to support requests received by phone, email, chat, walk-up, or ticketing system. Troubleshoot and resolve issues involving passwords, account access, email, printers, desktop and laptop hardware, mobile devices, software applications, and network connectivity. Create, categorize, prioritize, and update support tickets with clear notes, troubleshooting steps, and resolution details. Perform advanced troubleshooting, root cause analysis, and problem resolution using remote tools, system logs, and diagnostic methods. Support onboarding and offboarding tasks such as account setup, equipment preparation, access changes, device configuration, and software deployment. Collaborate with infrastructure, security, application, vendor, or senior support teams to resolve complex technical issues. Follow established service desk procedures, knowledge base articles, and service level expectations. Maintain and contribute to documentation for incidents, fixes, known errors, technical procedures, and recurring issues. Monitor recurring incidents and recommend process or technical improvements to reduce repeat issues. Provide clear guidance and basic training to users and share knowledge with other support team members as needed. Participate in after-hours, on-call, or project-based support as needed. Associate degree, technical training, or equivalent experience in information technology, computer science, or a related field preferred. 2-4 years of experience in IT support, service desk, desktop support, or technical operations. Strong knowledge of Windows and/or macOS, Microsoft 365 or similar productivity tools, common business hardware, and endpoint troubleshooting. Experience with ticketing systems, remote support tools, account and access management, software installation, and device setup or imaging. Working knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, and wireless connectivity. Strong analytical, organizational, and verbal and written communication skills with a customer-focused approach. Ability to manage multiple priorities in a fast-paced environment and work independently on a wide range of support issues. Preferred Skills CompTIA A+, Network+, Security+, Microsoft, or similar technical certification. Experience supporting Active Directory, endpoint management, identity and access tools, or cloud-based environments. Familiarity with ITIL incident, request, and problem management practices. Attention Candidates We're dedicated to ensuring a safe and transparent recruitment process for all candidates and have implemented robust measures to protect your personal information. Please be aware that all employment-related communications will originate from a secure portal (NAME@msg.paycomonline.com) or a corporate email address (NAME@index-analytics.com). If you have any concerns, please don't hesitate to reach out to us at recruiting@index-analytics.com. If you are selected for an interview, please be advised that Index Analytics LLC reserves the right to prohibit the use of artificial intelligence (AI) tools, including but not limited to AI-generated responses, real-time transcription, or automated assistance during the interview process. We value authentic interactions and the opportunity to engage directly with candidates. Any unauthorized use of AI may result in disqualification from consideration. The salary range provided represents the estimated compensation for new hires in this position, applicable across all locations. Actual offers may vary based on factors such as the candidate's skills, qualifications, experience, and market conditions. Index complements its base salary offering with a competitive package that includes health and retirement benefits, discretionary bonuses, and reimbursement for professional development opportunities. Index Analytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.