Tier 1 Associate Jobs in Edgewood, MD (NOW HIRING)

Position Summary

The Tier 1+ Care Team Support Associate is a hybrid IT support role that combines Tier 1 and Tier 2 responsibilities. This position provides comprehensive technical support for end users, including troubleshooting, user training, system administration, and escalation management. The ideal candidate demonstrates cybersecurity awareness, a solid understanding of core networking concepts, a willingness to learn, and a friendly, empathetic approach to helping others. As a valued team member, you will ensure timely, high-quality resolutions, maintain IT standards, and contribute to ongoing IT projects and process improvements.

Core Responsibilities

• Create and manage detailed tickets to document technical issues and resolutions.
• Provide technical support for hardware (laptops, desktops, mobile phones, VoIP phones, tablets, video conferencing equipment, security cameras) and software (Microsoft Office 365, MS Teams, OneDrive, SharePoint, etc.).
• Train users on software and hardware; develop and update technical documentation.
• Troubleshoot, test, document, and install software and hardware across desktop, laptop, networking, and telecommunications systems.
• Demonstrate cybersecurity awareness in all support activities and educate users on best practices.
• Apply core networking knowledge to diagnose and resolve connectivity issues.
• Research, escalate, and resolve complex technical problems; act as an escalation point for unresolved Tier 1 issues.
• Manage IT server/service operations, including server administration, desktop patching, and enterprise messaging services.
• Oversee domain services, certificates, and network topology.
• Ensure compliance with information systems and security controls and standards.
• Participate in special IT projects, system implementations, and integration efforts.
• Maintain company standards through documentation, mentoring, and knowledge sharing.
• Manage vendor relationships and coordinate with external support as needed.
• Serve as backup to the Systems Engineer and support infrastructure continuity.
• Collaborate with colleagues, demonstrate empathy, and foster a positive, team-oriented environment.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Technology, Computer Science, Information Systems, MIS, or related field; or one year of relevant technical support experience in lieu of a degree.
• Solid IT problem-solving skills and the ability to learn and retain knowledge quickly.
• At least 1 Year of prior experience.
• Recent Help Desk support experience (preferably within the last six months).
• Excellent oral and written communication skills; ability to explain technical concepts to non-technical audiences.
• Demonstrated cybersecurity awareness and understanding of security best practices.
• Solid understanding of core networking concepts (e.g., TCP/IP, DHCP, DNS, VLANs).
• Friendly, empathetic, and service-oriented attitude; enjoys helping others.
• Willingness to learn new technologies and adapt to changing business needs.
• Experience with Microsoft environments (Active Directory, DHCP, DNS, Office365).
• Knowledge of antivirus technologies, backup/restoration/disaster recovery, and project management.
• Experience with MS Dynamics AX, MS CRM, and MS SQL Server is a plus.
• Strong analytical, organizational, and multitasking skills.
• Ability to handle confidential information with discretion and judgment.
• Ability to work independently and as a collaborative team member.

Key Performance Indicators (KPIs)

• Ticket Reopen Rate
• Number of Escalations
• Time to Resolution
• Knowledge Base Contribution
• Client Feedback
• Tickets Completed Per Day
• Time Learning Logged
• Non-Required Escalations

Since 2003, Avid Practice has empowered businesses, nonprofits, multi-family properties, and small- to mid-sized organizations—including law firms, medical practices, manufacturing companies, hospitality providers, and accounting firms—with exemplary managed IT, cybersecurity, and smart technology solutions. With over two decades of experience, our dedicated consultants and engineers collaborate closely with each client, aligning strategic security frameworks with long-term business objectives and informed decision-making.

We specialize in managed IT services, cybersecurity, smart property technology, and low-voltage infrastructure consulting, delivering tailored, enterprise-grade solutions that address the unique requirements of each client. Our personalized, security-first approach streamlines technology management, integrating disparate systems into cohesive platforms that enhance security, operational efficiency, and business profitability.

At Avid Practice, technology serves as the foundation—but our mission extends beyond it: to empower organizations through strategic alignment of security, data-driven insights, and innovative technology solutions. By translating data into actionable intelligence, we help clients reduce operational costs, elevate resident and customer experiences, and safeguard their organizations by aligning with robust cybersecurity frameworks.

We take great pride in our people and cultivate a supportive, collaborative culture where team members genuinely care for one another. Work-life balance, open communication, professional development, and mutual respect are central to our environment. Here, individual contributions are recognized, and expertise directly impacts both our company’s success and that of our valued clients.

If you seek a meaningful, long-term role in a company committed to excellence, integrity, and authentic care, Avid Practice warmly invites you to join our team.