IT Support Technician Helpdesk

H&H is seeking a service-oriented and technically skilled IT Support Technician to join our Information Technology team in Annapolis Maryland.

H&H is a nationally recognized full-service infrastructure engineering firm delivering innovative solutions that move communities forward. With more than 139 years of experience and over 600 professionals across 32 offices nationwide we combine deep technical expertise with the agility of a privately owned firm. From planning and design through construction we manage the full project life cycle while continually advancing our capabilities strengthening our national presence and investing in the people who power our growth. At H&H youll join a firm that is building on its legacy by aligning expertise expanding opportunity and positioning itself for long-term sustainable growth.

This position is designed for an experienced support professional who enjoys solving difficult problems working directly with people and taking ownership from diagnosis through resolution. The role requires regular in-person collaboration in our Annapolis office and occasional travel to other locations.

Responsibilities

User Support and Service Delivery

• Manage support requests from initial diagnosis through resolution providing technical support to office remote and field employees.
• Troubleshoot desktops laptops mobile devices printers conferencing systems connectivity and business applications while delivering excellent customer service.

Systems and Application Support

• Configure deploy and support endpoint devices Microsoft Windows Microsoft 365 user administration and endpoint management technologies.
• Support virtual desktop remote-access and engineering applications including Autodesk and Bentley products.

Infrastructure and Security

• Support network server cloud communications and office technology infrastructure.
• Maintain endpoint security through patching monitoring vulnerability remediation and security best practices.

Documentation and Continuous Improvement

• Create and maintain technical documentation knowledge articles support procedures and end-user guides.
• Participate in technology deployments office openings system upgrades and continuous improvement initiatives while recommending practical solutions to enhance IT operations.

• High school diploma or equivalent required.

• Five or more years of experience supporting enterprise technology environments preferably within a multi-office organization.
• Strong troubleshooting skills across Windows operating systems Microsoft 365 endpoint devices business applications remote access and network connectivity.
• Experience with endpoint deployment device management user administration and Microsoft Configuration Manager Microsoft Intune or similar platforms.
• Familiarity with IT service management (ITSM) basic cybersecurity practices and supporting remote or geographically distributed employees.
• Strong communication organizational and customer service skills with the ability to manage multiple priorities and explain technical concepts to users of varying technical abilities.
• Ability to perform hands-on hardware installations and travel occasionally to other company locations.

Preferred Qualifications

• Associates or bachelors degree in Information Technology Computer Science Information Systems or a related field.
• Experience supporting technology within a civil engineering architecture construction or other professional services environment including Autodesk AutoCAD Civil 3D Bentley or similar engineering applications.
• Experience administering systems within a medium-to-large enterprise environment.
• Relevant industry certifications such as CompTIA A Network Security Microsoft Certified or equivalent credentials.

We offer a professional work environment competitive salary benefits package and 401(k).

EOE M/F/DISABILITY/VETS

Required Experience:

IC