IT Support Technician - Helpdesk

About H&H

H&H is a nationally esteemed full-service infrastructure engineering firm headquartered in Annapolis, Maryland. With over 139 years of experience and a team surpassing 600 professionals across 32 locations nationwide, we integrate profound technical expertise with the nimbleness of a privately held company. From initial planning and design to construction, H&H manages projects through their entire life cycle while consistently enhancing capabilities, expanding our national footprint, and investing in our workforce for sustainable growth.

Role Overview

We are in search of a knowledgeable and customer-focused IT Support Technician to join our IT department. This role demands an experienced support specialist passionate about resolving complex issues and engaging directly with end users. The position involves on-site collaboration at the Annapolis office along with occasional travel to other company sites.

Key Responsibilities

• Handle support inquiries from initial diagnosis through complete resolution, assisting office personnel, remote, and field workers.
• Diagnose and remedy issues with desktops, laptops, mobiles, printers, conferencing hardware, connectivity, and various business applications, all while maintaining high customer service standards.
• Install, configure, and maintain endpoint devices, Microsoft Windows environments, Microsoft 365, user accounts, and device management software.
• Provide support for virtual desktops, remote access solutions, and engineering platforms such as Autodesk and Bentley software.
• Oversee corporate infrastructure components including networks, servers, cloud services, communication tools, and office technologies.
• Ensure endpoint security through patch management, vulnerability monitoring, remediation, and adherence to security best practices.
• Develop and keep current technical documentation, knowledge base articles, support guides, and operational procedures.
• Contribute to technology rollouts, office launches, system upgrades, and continuous operational improvements by offering actionable recommendations.

Requirements

• A minimum education of a high school diploma or its equivalent is required.
• At least five years of experience supporting enterprise-level IT environments, ideally in multi-location organizations.
• Proficiency in troubleshooting Windows operating systems, Microsoft 365 suite, endpoint hardware, business apps, remote access, and connectivity issues.
• Experience with endpoint deployment, device management, user account administration, and familiarity with management tools like Microsoft Configuration Manager or Intune.
• Knowledge of ITSM methodologies, fundamental cybersecurity practices, and experience supporting geographically dispersed teams.
• Excellent communication, organization, and customer service skills, capable of juggling various priorities and explaining technical matters to users with different skill levels.
• Willingness and ability to perform hands-on hardware setups and travel occasionally as needed.

Preferred Qualifications

• Associate's or bachelor's degree in IT, Computer Science, Information Systems, or similar disciplines.
• Experience in civil engineering, architecture, construction, or professional services environments, including working with Autodesk AutoCAD, Civil 3D, Bentley, or related engineering software.
• Background in administering IT systems in medium-to-large enterprise settings.
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified credentials.

Benefits

Our company offers a professional work setting with competitive compensation, a comprehensive benefits package, and a 401(k) retirement plan.

Equal Opportunity Employer

H&H is committed to diversity and inclusion as an Equal Opportunity Employer, welcoming applications from all qualified individuals including minorities, females, those with disabilities, and veterans.