End-User Support Technician

Strategic Solutions delivers high-touch, value-rich technology services and is laser focused on helping companies successfully drive their businesses With unparalleled expertise and credentials in healthcare, as well as legal, finance, and other industries, SSVA is the most experienced, locally-based provider of IT Consulting, Technology Delivery, and Managed Services in the Mid-Atlantic region.

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Job Summary:

We are seeking an End-User Support Technician (in other companies this person could hold the title of Desktop Support Technician, IT Support Specialist, or Help Desk Technician), who will provide direct technical support for external users across a range of devices and platforms.

In this role, you will handle service requests in a fast-paced, high-volume support environment by answering incoming IT support calls and providing first-level assistance. You will create, track, and escalate tickets in ConnectWise, perform initial troubleshooting including password resets, and resolve user issues related to slow PCs, software installations, printer/scanner functionality, VPN connectivity, and malware/virus concerns. This role also includes providing occasional hands-on support such as PC deployments and printer installations, contributing to the overall performance and reliability of IT operations.

To be successful in this role, you should have prior experience working directly with end users to support technologies such as Office 365, desktop PCs, printers, scanners, and VPNs. You should be comfortable diagnosing and resolving connectivity issues, performing routine troubleshooting, and escalating complex problems when needed. A strong candidate will demonstrate patience and professionalism in every interaction, provide clear and supportive guidance to users, and exhibit a genuine eagerness to learn new tools and processes. The ability to multitask, stay organized, and deliver consistent, high-quality support in a dynamic environment is key.

General job duties include:

• Create, track, and escalate service tickets as appropriate in ConnectWise
• Perform initial troubleshooting, including password resets and resolving basic user issues
• Diagnose and resolve issues with slow PCs, software installations, and printer/scanner performance
• Troubleshoot VPN connectivity, malware/virus concerns, and general day-to-day end-user problems
• Provide hands-on support when needed, including PC deployments and printer installations
• Monitor system alerts via Site24x7, Meraki, and ConnectWise Automate and respond accordingly
• Maintain up-to-date documentation in ConnectWise for systems and resolutions
• Ensure regular and clear communication with users regarding support requests and issue progress
• Escalate more complex issues to higher-level technicians when required
• Log time and expenses promptly and accurately in ConnectWise
• Participate in training through ConnectWise University and adhere to internal support processes

Preferred Skills & Qualifications:

• Experience with operating systems, applications, printers, and network systems
• Excellent interpersonal, communication, and listening skills
• Technical diagnostic abilities
• Professional phone etiquette and customer service skills
• Easily adaptable and willingness to learn new systems and processes
• Ability to multitask and adapt in a fast-paced setting
• Service awareness and technical resource matching
• Understanding of IT support tools and techniques
• Typing proficiency
• HIPAA training and certification
• Professional IT certifications are nice to have (Microsoft MCP, MCSA, MCSE; Cisco CCNA; VMware VCP; or CompTIA)

Physical Requirements:

Ability to sit, stand, bend, and lift equipment (monitors, desktops, etc.) as needed. May occasionally travel onsite for hardware support.

Compensation:

The compensation is expected to start at $50,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

Benefits:

• Medical, Dental, and Vision Insurance
• 401(k) with company match
• Paid Time Off and Holidays
• Professional Development Opportunities
• Supportive team environment

SSVA, a New Charter Technologies company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. SSVA recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.