Tier 1 Help Desk Engineer (Rockville, MD) - Healthcare

Are you looking for an exciting new opportunity? 

Join a leading provider of Applied Behaviour Analysis (ABA) therapy dedicated to delivering compassionate, family-centred care for children with autism. With decades of experience and a strong community focus, the organization partners closely with families to provide evidence-based support that helps children achieve meaningful, long-term outcomes.

The successful candidate will deliver first-class technical support to employees across multiple clinic locations, managing support tickets, troubleshooting hardware and software issues, and providing both remote and onsite assistance. They will play a key role in ensuring a seamless IT experience while delivering excellent user support across the organisation.

This role is ideal for someone with Help Desk or Technical Support experience who enjoys taking ownership, thinking proactively, and continuously expanding their technical skillset. If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Serve as a primary point of contact for IT support requests via the Service Desk.
• Manage and prioritize support tickets, ensuring timely resolution and excellent customer communication.
• Provide remote technical support to clinic locations and office-based employees.
• Troubleshoot and resolve hardware, software, operating system, and user account issues.
• Support Mac, Windows, and mobile device environments.
• Assist with user onboarding, device provisioning, and account management.
• Document issues, resolutions, and technical procedures within the ticketing system.
• Work collaboratively with the wider IT team to improve support processes and service delivery.
• Take ownership of issues through to resolution while escalating where appropriate.

Skills/Must have:

• Previous experience in an IT Support, Help Desk, or Technical Support role.
• Strong customer service and communication skills.
• Experience supporting end users in a fast-paced environment.
• Highly organized with excellent time management skills.
• Comfortable working independently and taking ownership of support issues.
• Experience working with ticketing systems such as ServiceNow, NinjaOne, ConnectWise, or similar.
  • Experience supporting:
  • macOS
  • iOS devices
  • Microsoft Windows
  • Google Workspace (Google Apps)

Benefits:

• 401k
• Health
• Dental
• Medical

Salary:

• $60,000 base