Job Description

TCI has an immediate need for an IT Desktop Support Technician in Baltimore, MD.  This is not a C2C opportunity.  This is a long-term contract opportunity.


The role of the IT Desktop Support Technician is to provide desk side support to business users in the Baltimore office but may assist regional offices (remotely) at times. This involves troubleshooting desktop and related issues through resolution in a timely manner. Typical issues will revolve around Zoom, printers, MS Office, desktop applications, and mobile devices.

  • Use the incident management tool to record and accurately create and update all incidents/requests.
  • Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.
  • Categorize and escalate incidents and service requests.
  • Set the user expectations in relation to incident resolution or service request fulfillment.
  • Provide timely and constructive feedback in de-escalations of incidents/requests.
  • Responsible for providing a highly mobile and high-quality support service to the office by resolving incidents/requests in a timely fashion, remotely or in person.
  • Install, configure, upgrade, and support hardware such as, but not limited to, laptops, desktop PCs, printers, telephones, and mobile devices.
  • Install, upgrade, and troubleshoot all applications.
  • Assist in testing new software and hardware, providing constructive feedback as required.
  • Assists with the setup and support of audio and video conferences and audio/visual technology for meetings; Zoom Collaboration; Software and Hardware support.
  • Provide support at events and meetings in line with the business requirements.
  • Ensure that desktop security configurations and practices are implemented and maintained in line with policies and procedures.
  • Assist the Training Department, or contracted third parties, with the delivery of scheduled training classes. Follow-up on training provided to new hires.
  • Support scheduled maintenance windows and assist with system emergencies (i.e., power outages) that require system shutdown, rebooting, post maintenance testing, etc.
  • Assist clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices, etc.
  • Possesses strong trouble shooting skills.
  • 2 or more years of experience providing user IT support in a corporate environment.
  • College degree is preferred but experience can be substituted for a degree (4+ years).
  • Strong knowledge of Microsoft Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices (Andriod, BlackBerry and iOS) and Zoom Meeting (or other conference meeting software).
  • Familiarity with Windows administration and networking is a big plus.
  • ITIL Foundation accreditation is preferred but not required.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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