IT Support Tech I

As an IT Support Technician, you will provide essential technical support to end users across Hunt Valley, Maryland locations, ensuring smooth operation of desktop systems, software applications, and network resources. You will play a key role in maintaining system reliability and user satisfaction through timely troubleshooting, clear communication, and adherence to safety and quality standards—especially within a regulated medical manufacturing environment where attention to detail and documentation integrity are critical.

• Provide on-site technical support across Hunt Valley locations; participate in on-call rotation for emergency response during and outside business hours.
• Respond to support tickets and monitor queues to ensure timely resolution of issues.
• Perform basic to moderately complex troubleshooting of desktops, laptops, and software applications.
• Support end users in person, via phone, or through remote tools with professionalism and clarity.
• Install, upgrade, and troubleshoot various software applications.
• Maintain accurate documentation and follow established IT policies and procedures.
• Create and update knowledge base articles to support consistent issue resolution.
• Ensure compliance with site and corporate safety, quality, and security policies.
• Collaborate with cross-functional teams to support production and operational priorities.
• Maintain a professional demeanor while providing technical support in a fast-paced, regulated environment.

• High school diploma required.
• A+ certification or equivalent preferred.

• Minimum of 3 years of experience in IT support or helpdesk functions.
• Experience supporting users in a medical manufacturing or regulated environment is highly desirable.
• Familiarity with VOIP systems, ServiceNow, CMDB, Microsoft Active Directory, and LAN principles preferred.

• Strong attention to detail in troubleshooting, documentation, and compliance.
• Excellent communication skills with the ability to explain technical concepts to diverse audiences.
• Ability to work independently and collaboratively in a team environment.
• Strong organizational and time-management skills; able to prioritize multiple tasks.
• Proficiency in Microsoft Office (Excel, Outlook, PowerPoint, Word).
• Ability to maintain a customer-focused mindset while resolving technical issues.
• Knowledge of IT support tools and remote assistance platforms.
• Understanding of safety protocols and ability to use PPE when required.

• Ability to sit or stand for extended periods and use computer equipment frequently.
• Must be able to lift up to 25 lbs. regularly and occasionally up to 50 lbs.
• Requires close vision for reading technical materials and working with computer screens.

• Primarily office-based with some time spent on the manufacturing floor.
• Support provided via phone, email, online chat, and remote support software.
• Must be comfortable working in a regulated, safety-conscious environment.

Salary Range: 62,400.00 - 98,800.00 USD Annual

This position is onsite - no relocation or sponsorship benefits available for this role.