IT Support Technician - Helpdesk in Annapolis, Maryland at HARDESTY & HANOVER

Position Title: IT Support Technician - Helpdesk

Location: Annapolis, Maryland, United States
Description: 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, you'll 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.

Requirements:

• 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

• Associate's or bachelor's 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.

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

EOE M/F/DISABILITY/VETS