atrubot ion

Tier 1 Help
Desk Technician

Tier 1 Help Desk Technician

Atruent – Columbia, MD

Learn More

Job Description

We are seeking a highly motivated and customer-focused Tier 1 Technician to join our Managed Service Provider (MSP) team. The ideal candidate is passionate about technology, thrives in a fast-paced environment, and is eager to deliver exceptional IT support to our diverse client base. This entry-level role requires hands-on experience with key MSP tools and a dedication to continuous learning and professional growth.

Key Responsibilities

  1. Customer Support & Service Delivery:
    • Serve as the first point of contact for clients via phone, email, or remote access.
    • Troubleshoot and resolve technical issues promptly to minimize downtime.
    • Provide excellent customer service, ensuring a positive client experience.
    • Escalate unresolved issues to Tier 2/3 technicians when necessary, following defined escalation procedures.
  2. Technical Support:
    • Diagnose and resolve hardware, software, and network issues.
    • Assist with onboarding/offboarding of client users, including Microsoft 365 account setup and configurations.
    • Perform system maintenance and monitoring tasks using tools like Datto RMM and Auvik.
    • Configure and support remote connections using Screen Connect.
  3. Documentation & Tools Utilization:
    • Maintain accurate and up-to-date client documentation in IT Glue.
    • Track and manage support tickets through Autotask.
    • Create detailed logs of support interactions and resolutions.
  4. Proactive Support & Monitoring:
    • Use Datto RMM and Auvik to monitor client systems, identify potential issues, and resolve them proactively.
    • Support backup and recovery processes to ensure client data integrity.
  5. Team Collaboration:
    • Work closely with other technicians and departments to improve processes and deliver seamless client service.
    • Contribute to knowledge-sharing sessions and team meetings.

Required Skills & Qualifications

  1. Technical Proficiency:
    • Working knowledge of Autotask, IT Glue, Screen Connect, Datto RMM, Microsoft 365, and Auvik.
    • Strong troubleshooting skills for Windows operating systems, Office applications, and basic networking.
  2. Customer-Focused Approach:
    • Excellent interpersonal and communication skills.
    • Ability to explain technical concepts to non-technical users in a clear and friendly manner.
    • Empathy and patience when handling client issues.
  3. Personal Attributes:
    • Passion for technology and continuous learning.
    • Detail-oriented with strong organizational skills.
    • Reliable, self-motivated, and capable of working independently or as part of a team.
  4. Certifications (Preferred):
    • CompTIA A+, Network+, or similar certifications.
    • Microsoft 365 Fundamentals or equivalent.

Apply Now

"*" indicates required fields

Name*
Do you have unrestricted authorization to work in the United States?**
Will you now or at a future date require a visa sponsorship to work in the United States?*
Accepted file types: pdf, doc, docx, txt, Max. file size: 50 MB.
(.pdf, .doc, .docx, txt)
Accepted file types: pdf, doc, docx, txt, Max. file size: 50 MB.
(.pdf, .doc, .docx, txt)

Testimonials

Atruent provides the necessary services, they fix what needs fixing, they answer my questions, they are pro-active with future needs, and they do it with a smile. We look forward to using their services for the foreseeable future!
Becky GutinBaltimore Hebrew Congregation
ABH has been working with Atruent for the last 2+ years. Every person within the company strives for excellence and provides exceptional service to their clients. The CEO builds individual relationships and sets the tone for a friendly organizational culture and climate. Every phone call, meeting, or interaction with any of their staff leads to satisfaction and fondness for their attitude, expertise, and competence. I would recommend Aida and her team to up-and-coming or established companies. No job is too small or too big for this company.
Vera Kurdian LCSW_C,CEO, Program Director, Advanced Behavioral Health, Inc.

Atruent's Value Proposition

VALUE PROPOSITION FOR NON-PROFIT ORGANIZATIONS 

Relevancy

In today’s digital-first world, nonprofit organizations face unprecedented cybersecurity challenges that directly threaten their mission-critical work.
Read More >

Quantified Value

Our partnership delivers measurable impact that directly strengthens your nonprofit’s mission effectiveness and operational efficiency.

Read More >

Unique Differentiation

What sets Atruent apart in the nonprofit sector isn’t just our technical expertise, it’s our soul-deep commitment to your mission.
Read More >

Unique Differentiation

We’re a globally diverse, QMCS-certified cybersecurity provider with programs purpose-built for nonprofit success.

Through our #AtruCommunity initiative, we go beyond securing systems. We volunteer alongside your teams, amplify your mission through our platforms, and build relationships that feel more like partnerships than vendor agreements. Our team, representing over 10 countries, brings culturally aware, mission-aligned solutions that reflect the communities you serve.

At Atruent, every nonprofit partner has direct access to our leadership, personalized strategies that respect your goals and budget, and a team that shows up with passion, accountability, and heart. We don’t just protect nonprofits, we champion them.

Quantified Value

Our partnership delivers measurable impact, not just in security, but in mission effectiveness. With SOC 2 Type 2 compliance and guaranteed one-hour response times, Atruent provides enterprise-grade protection tailored to nonprofit realities. The stakes are high: the average cyber breach costs nonprofits over $200,000, resources that should be fueling programs, not recovering from crises.

We take a proactive approach. In 16 years, our clients have experienced zero major data breaches. Our 24/7/365 monitoring safeguards donor data, volunteer records, and beneficiary information, so you can focus on serving your community with confidence.
Through our #AtruCommunity initiative, we go even further, volunteering our time, amplifying your mission through our networks, and building partnerships that extend beyond the tech. The result? Stronger security, lower risk, and more resources redirected to what matters most: your mission.

Relevancy

In today’s digital-first world, nonprofits face growing cybersecurity threats that can jeopardize their ability to serve. With over 60% of nonprofits experiencing cyberattacks, and many lacking the resources to respond, trusted, mission-aligned partners are more essential than ever.

Atruent brings both technical expertise and heart. As a globally diverse, QMCS-certified cybersecurity provider, we understand the unique pressures nonprofits face. Through our #AtruCommunity initiative, we go beyond protection, we amplify your mission, volunteer alongside your teams, and treat every partnership as a shared purpose. Because when we protect your digital infrastructure, we’re protecting your ability to create lasting change.

Let’s Talk

7061 Deepage Dr.,
Suite 103 & 104,
Columbia MD 21045