IT Helpdesk Support Specialist

TECBOMO, believes that sustainable innovation is built from the inside out; our employees are unequivocally our company’s greatest asset. Our formula for success fuses specialized technical expertise with an unwavering commitment to client mission success. By cultivating a culture of continuous learning, diverse perspectives, and agile problem-solving, we empower our team to engineer mission-critical solutions that transform complex IT challenges into streamlined enterprise advantages. This human-centric approach is the engine behind our operational excellence, ensuring we consistently deliver elite, high-performance outcomes for our state, federal, and commercial partners.

IT Helpdesk Support Specialist

Purpose: The IT Helpdesk Support Specialist serves as the primary point of contact for technical assistance across TECBOMO’s corporate infrastructure and managed service provider (MSP) client portfolios. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, network, and security issues. The ideal candidate blends sharp technical problem-solving with elite customer service, ensuring maximum system uptime and strict adherence to required compliance frameworks.

Reports To : Senior Cloud & Solutions Architect / Lead Engineer
Location: On-site - California, MD
Job Type: Full-Time

Core Responsibilities

Frontline Technical Support & Triage

Respond to incoming client and internal IT support requests via ticketing systems, email, and phone.

Diagnose and resolve issues related to operating systems (Windows, macOS, Linux), enterprise software, cloud applications (Microsoft 365, Google Workspace), and peripheral hardware.

Isolate, categorize, and prioritize tickets, efficiently resolving Tier 1 and Tier 2 issues while escalating complex infrastructure anomalies to senior engineering staff.

Endpoint & Identity Management

Provision, configure, and deploy employee and client workstations, mobile devices, and network hardware according to company baseline images.

Manage user lifecycle events, including secure onboarding, identity provisioning (Active Directory/Entra ID), multi-factor authentication (MFA) setup, and offboarding de-provisioning.

Ensure all endpoint devices are actively monitored, patched, and secured using Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) tools.

Security Compliance & Maintenance

Enforce cybersecurity policies at the user level, ensuring all systems align with strict compliance standards (e.g., NIST 800-171, CJIS, CMMC).

Monitor security alerts, manage antivirus/endpoint detection and response (EDR) agents, and assist in executing routine vulnerability remediation.

Maintain accurate, real-time documentation of hardware assets, software licenses, network configurations, and troubleshooting resolution steps.

Key Requirements & Qualifications

Experience: 2-4 years of dedicated IT helpdesk, desktop support, or MSP environment experience.

Technical Environment: High proficiency with Microsoft 365 Administration, Azure/Entra ID, active directory management, and core networking concepts (TCP/IP, DNS, VPNs, Wi-Fi troubleshooting).

Tools: Hands‑on experience utilizing modern RMM (e.g., ConnectWise, NinjaOne) and PSA/Ticketing platforms.

Certifications (Preferred): CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate.

Soft Skills: Exceptional communication skills and situational empathy. You must be able to translate complex technical jargon into clear, reassuring instructions for non-technical users under pressure.