Service Desk Technician -Tier 1 - Military veterans preferred



  full-time   part-time   employee   contract


Advance is a business solutions provider?that?helps?organizations in Maryland find better, more effective technology and processes to help improve their business and increase efficiencies.???  

Family owned since 1964,?our?mission statement has been the guiding principle behind everything we do:?“We are a people company with an intense passion for improving our customer’s businesses and enhancing our team members lives”.??Simply translated, we?view?our team members like family and our customer’s businesses as if they were our own.??  

We are proud of our amazing community of the best, brightest, and most passionate people who focus daily on creating unparalleled experiences and exceptional value for our customers.?Our team is?hardworking, highly collaborative and supportive of each other,?while having fun along the way!??  

We hope you will take?the?first step toward joining?the Advance?team by applying?for the Service Desk Tier 1 position?below!? 

The IT Support/Service Desk Technician- Tier 1 is a staff position within the Managed IT department, responsible for triaging, solving or escalating any service-related issues for Advance’s Managed IT client base.

 What you will be doing:

  1. Assessment, escalation and resolution of client issues in an efficient and timely manner. Focusing on user centric issues (password resets, email issues, access issues, printer, scanners etc.)
  2. Ensure a high level of customer satisfaction and communication.
  3. Documentation of all technical steps taken during troubleshooting and any necessary next steps as well as time spent with client.
  4. Work and communicate effectively with all levels of Managed IT department.
  5. Participate in an On-Call rotation to provide support to users during afterhours.


  1. Maintain a high level of efficiency by managing 300+ end users per month.
  2. Provide superior service ensuring a high level of customer satisfaction.
  3. Provide support for users, assisting over the phone with equipment installations and troubleshooting.
  4. Build experience to further growth opportunities within Advance and Flex Technology Group.

 Essential Competencies:

  1. Great Customer Service Skills
  2. Learner Mentality
  3. Effective Communicator (written and verbal)
  4. Organized
  5. Able to multi-task
  6. Strong Work Ethic
  7. Strong Team Player
  8. Sense of urgency

What you will bring to the role:

  1. 1 year minimum in customer service-related role
  2. Basic understanding of Windows OS and operation

 Ideal if you have:

  1. 1-2 years’ experience on a Service Desk or Help Desk environment.
  2. Experience with remote tools such as Microsoft 365
  3. Experience with ticketing systems such as Connectwise
  4. CompTIA A+ or Network+ certifications.


  • Award-winning culture based on employee?feedback? 
  • Award winning Managed IT Services team
  • Opportunities for career advancement? 
  • Job fulfilment/purpose?? 
  • An organization you will be proud to?represent? 
  • Family-owned environment? 
  • Fun, collaborative and supportive culture?? 
  • On-going development and training? 
  • Established reputation for exceptional customer service for over 56?years? 
  • Forward thinking company mindset? 

Interested?  Good!  We are excited to hear from you!

Our company is committed to providing equal employment opportunities for all applicants and associates. The company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs.