Help Desk Support Technician

Baltimore Aircoil Company

. Provide Tier 1 technical support primarily over the phone and through other contact channels .

Posted 10/16/2026full-timeRockledge • Florida • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in providing Tier 1 technical support, including troubleshooting hardware and software issues, while maintaining effective communication and collaboration with end users. Holds relevant certifications and possesses a solid understanding of IT systems and processes.

Highest-signal resume keywords

Tier 1 Technical SupportCompTIA CertificationHardware and Software TroubleshootingMicrosoft Office SuiteIT Help Desk Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportComputer Systems KnowledgeDesktop and Server Hardware SupportTicket DocumentationRemote AccessProblem DefinitionData CollectionCritical ThinkingSLA Compliance

Soft Skills

Oral CommunicationWritten CommunicationCollaborationOrganizational SkillsPunctuality

Certifications & Qualifications

CompTIA A+HDI Support Center Analyst

Industry Keywords

IT SupportHelp DeskTechnical IssuesEnd User SupportGovernment Installations

About the role

Key responsibilities & impact

Provide Tier 1 technical support primarily over the phone and through other contact channels
Identify, prioritize, and resolve reported problems
Perform general maintenance tasks and resolve less complex IT problems
Escalate complex IT issues to higher-level support
Provide desktop and server hardware support
Gather information to diagnose hardware and software issues
Guide end users through step-by-step troubleshooting actions
Determine whether tickets require escalation and assign them accordingly
Accurately debrief situations and document tickets before dispatching
Conduct basic hardware and software troubleshooting
Research available resources and apply critical thinking to find solutions
Maintain current system information, changes, and updates
Remotely access end-user systems and perform corrective actions
Resolve Tier 1 IT tickets within stated SLAs
Complete reports and track, log, route, and document problems, issues, requests, and resolutions
May participate in an on-call rotation
Perform other assigned duties

Requirements

What you’ll need

At least 18 years old
Associate degree
Proficient in English, written and verbal
1 year of work experience in an IT help desk or IT support function
CompTIA certified or able to obtain certification within the first 6 months of employment
Able to pass a background screening for access to work areas
Able to pass a pre-employment drug screening
Solid working knowledge of computer systems, hardware, and software
Depending on contract, some positions may require US Citizenship
A+, HDI Support Center Analyst, or equivalent certifications preferred
Ability to operate a computer using Microsoft Office Suite and applicable department or organization-specific software
Able to speak, listen, and read in English while simultaneously using a computer
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to establish and maintain effective collaborative working relationships
Ability to organize work for timely completion
Ability to regularly attend work and arrive punctually
Oral and written communication skills sufficient for clear and accurate information exchanges
Occasionally able to travel locally to worksites during the workday
May be required to access and work on government installations, depending on contracted work
Ability to perform light physical effort, including lifting, carrying, pushing, and/or pulling objects up to 20 pounds
Ability to sit for extended periods and utilize a keyboard
Manual dexterity, visual acuity, and hearing acuity

Benefits

Comp & perks

Medical insurance
Free dental and vision insurance for employees
Paid holidays, vacation, sick, and personal days
Company-paid term life and AD&D insurance
Short- and long-term disability coverage
401(k) plan eligibility on the first of the month following hire
Employer 401(k) match of 50% of the first 8% contributed by employee
Supplemental voluntary life and AD&D insurance
Accident, Critical Illness, Hospital, and Pet Insurance
Employee Assistance Program
Tuition reimbursement
Performance bonus plan eligibility
401(k) Profit-Sharing program