L1 Service Desk Technician

Are you ready to grow your career at a values-driven, family first MSP? DTC is looking for their next Service Desk Technician. The Service Desk Technician will serve as the frontline for technical support, providing courteous and knowledgeable assistance to clients with a wide range of technical issues across workstations, networks, cloud platforms, and business applications. This is a hybrid role based in Sparks, MD.

We'll Provide:

• Robust benefits package including PTO, 401k, healthcare, dental, and vision
• Salary range of $50-60k annually
• Hybrid schedule allowing for work/life balance
• Opportunities for continued growth, learning, and creativity

What You’ll Do:

• Provide client support by responding to service requests and troubleshooting issues with workstations, operating systems, networks, Microsoft 365, and common business applications
• Maintain clear, professional communication to ensure clients feel supported throughout the entire issue-resolution process
• Manage incidents by logging and categorizing tickets, making timely initial contact, and escalating issues with thorough documentation when necessary
• Document troubleshooting steps and resolutions, and create or update internal knowledge base materials for recurring issues and evolving systems
• Monitor system alerts and collaborate with teammates and field technicians to resolve issues efficiently and support overall team success

Skills You’ll Need:

• 0–2 years of IT support or service desk experience
• Strong customer service and communication skills
• Basic knowledge of: Windows operating systems and Microsoft 365 suite
• Ability to participate in rotating 5-hour Saturday swing shifts
• Experience with ticketing systems and remote desktop tools is a plus
• Certifications: CompTIA A+, Network+, or equivalent certifications are preferred but not required

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