512 IT Support Specialists jobs in Owings Mills

Technical Support Representative

Location: Hanover, MD, US

Job ID: ATR 17628

Job Description

Job Title: Technical Support Representative

Location: Hanover, MD

Eligibility: Must be authorized to work in the US

Job Description:

The Technical Support Representative will be a primary point of contact

for desktop and application support. They will provide technical

assistance to end-users and customers, manage support queues, and

collaborate with IT staff and vendors to resolve issues.

Essential Job Functions

· Monitor and respond to incoming requests via phone queues and the

ticketing system, ensuring timely and professional support.

· Provide first-level technical support to internal staff and external

customers, resolving issues when possible and escalating as needed.

· Gather and document detailed problem information, including

user-reported steps and troubleshooting performed.

· Troubleshoot basic hardware, software, and network issues before

escalating to higher tiers.

· Ensure all support requests are logged in the ticketing system for

tracking, reporting, and trend analysis.

· Follow established daily, weekly, and monthly operational checklists.

· Assist with deploying and configuring PCs and software.

· Configure and support VoIP telephones and software for deployment to

end users.

· Install and configure standard business applications and provide basic

printer/peripheral support.

· Perform user onboarding and offboarding, including account

creation/removal, access provisioning, and equipment handling.

· Maintain clear, detailed documentation for troubleshooting steps and

resolutions.

· Adhere to defined service level agreements (SLAs) and company

security/compliance policies.

· Participate in training, process improvement activities, and other

duties as assigned.

Experience and Educational Background

· 6–12 months of technical support or help desk experience in a business

environment (required).

· Strong interpersonal, customer service, and communication skills

(verbal and written).

· Solid analytical and problem-solving abilities, with the capacity to

manage multiple tickets simultaneously.

· Proficiency with Microsoft 365 Suite, Intune, and Windows operating

systems.

· Basic networking knowledge (e.g., IP configuration, connectivity

troubleshooting).

· Experience configuring and troubleshooting desktops, laptops,

printers, and other networked equipment.

· Ability to quickly learn new hardware, software, and processes.

· Any college coursework, degrees, or IT certifications (e.g., CompTIA

A+, Network+) are considered a plus.

· Familiarity with software deployment, endpoint management, and VoIP

systems is preferred.

· Awareness of IT security best practices.

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• Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks
• Provide exceptional customer service via phone, email, and screen share tools
• Collaborate with Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when needed
• Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
• Provide guidance to customers on installing Alertus solutions
• Collect and analyze detailed information to categorize and document requests
• Proactively analyze recurring issues and create innovative solutions
• Create Knowledge Base articles based on case information to provide ours customer and internal staff with recommended steps to decrease the time to resolution
• Research open issues thoroughly and quickly address those issues toward an accurate resolution

• Strong problem-solving and analytical skills
• Excellent communication & interpersonal skills
• Familiarity with hardware, software, & network technologies
• Ability to work independently & as part of a team
• Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
• Strong customer service mindset
• Basic understanding of core networking concepts such as DNS, DHCP, HTTP(S), and TLS
• Ability to multitask & prioritize workload in a fast-paced, ever changing environment
• Basic knowledge of IT security principles and policies that impact network environments
• Experience in troubleshooting Windows systems

• Understanding of Windows, Linux and MacOS Administration
• Ability to develop expertise in application support involving REST and API integrations
• Familiarity with Windows Workstation Deployment and Administration
• Experience with supporting web applications

• Bachelor's Degree in Information Technology, Computer Science, or related field
• 0-2 years experience in a Technical Support positon
• Net+, Security+, or similar certification is a plus

• Paid Time Off
• Paid Holidays
• 401(k) Retirement Plan
• Medical, Dental, and Vision Plans
• Short-term Disability, Accident, Hospital, and Cancer Insurance
• Live Near Your Work Homebuying Incentive Program
• Employee Referral Bonuses
• Flex Scheduling

• Providing first-level technical support to users via phone, email, and chat, resolving a wide range of hardware and software issues.
• Troubleshooting and diagnosing technical problems, including software installations, network connectivity, and system errors.
• Guiding users through step-by-step solutions and educating them on product features.
• Documenting all support interactions, including problems identified and solutions provided, in the customer support database.
• Escalating complex or unresolved issues to appropriate senior technical staff or development teams.
• Creating and maintaining knowledge base articles and FAQs to empower users to self-solve common issues.
• Identifying trends in customer issues and providing feedback to product and development teams for potential improvements.
• Managing and prioritizing support tickets to ensure timely resolution.
• Participating in ongoing training to stay current with product updates and new technologies.

As a Technical Support Engineer at Nokia, you will be an integral part of our Customer Experience team, dedicated to enhancing client satisfaction through expert problem-solving. In this hands-on role, you will troubleshoot complex issues related to Nokia products, collaborating closely with cross-functional teams to deliver timely solutions. You'll engage proactively with customers, ensuring their needs are met while providing guidance to elevate the skills of our Tier 1 and Tier 2 support teams. Our dynamic work environment promotes knowledge sharing and continuous improvement, allowing you to grow professionally while maintaining a strong focus on customer success. Your contributions will directly impact our reputation for technical excellence and customer satisfaction, making this an exciting opportunity to make a difference in the telecommunications industry.

Troubleshoot and resolve complex technical issues related to Nokia products, ensuring timely solutions for customers.

• Engage proactively with customers to understand their technical needs and provide tailored support.
• Collaborate with cross-functional teams to address escalated customer issues and deliver comprehensive solutions.
• Train and mentor Tier 1 and Tier 2 support teams, enhancing their technical expertise and customer service skills.
• Contribute to the creation and maintenance of internal knowledge bases and best practices for efficient issue resolution.
• Document customer interactions and troubleshoot outcomes precisely in the company's ticketing system.
• Participate in a 24x7 on-call rotation to provide ongoing technical support as needed.
• Lead initiatives to improve customer satisfaction and reinforce the company's reputation for technical excellence.

You have:

• B.Sc. or M.Sc. in Telecommunications, Computer Science, Electrical Engineering, Cybersecurity, or related field
• Excellent communication skills, both oral and written
• Strong analytical and troubleshooting skills for complex network scenarios
• Experience in customer-facing roles with relationship management

It would be nice if you also had:

• Familiarity with optical transport network protocols and DWDM technology
• Experience with Infinera products, such as DTN-X/XT, XTM, FlexILS, or GX
• Knowledge of Linux OS, command line interfaces, and scripting languages
• Familiarity with network management tools like SNMP and NMS/EMS

Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World's Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

Senior Manager, Technical Support

As a Senior Technical Support Manager at Philips, you will enhance Philips support to be the industry leader in medical device services, driving customer loyalty and repeat business, while leading a team of advanced engineers to provide exceptional solution management to our healthcare partners.

Your role:

• Manage a 20+ team of engineers to deliver effective solutions focusing on patient safety, quality, accuracy, and communication.

• Achieve operational targets such as Applied Time/Utilization, Service Level, Remote Resolution, Net Promoter Score, Aged Work Orders, and Employee Engagement.

• Oversee staffing, training, onboarding, and ongoing development of staff.

• Handle workforce management, payroll, expenses, employee time off, and operational KPIs.

• Implement people performance management, salary planning, annual budget planning, and maintain readiness for 24x7 customer escalations through lean principles and continuous improvement.

You're the right fit if:

• You’ve acquired 3+ years of people management experience in healthcare, IT, or electronics industries. Experience in healthcare service/support critical - medical device industry experience is highly preferred.

• You have a bachelor’s degree (or equivalent combination of education and experience) in business operations, IT leadership, healthcare administration, or other related disciplines

• Your skills include leading a high-performing remote team of over 20 direct and indirect reports, supervising people leaders, leveraging call center experience, and demonstrating business acumen in interviewing, performance management, cross-team collaboration, and daily management.

• You’re an effective communicator, with the ability to influence and negotiate with internal and external resources and customers, to meet objectives and deliver high levels of customer service.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. Additionally, you must be able to travel up to 20% where the projects require.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

• Learn more about our culture.

Philips Transparency Details

The pay ranges for this position are:

• $106,875 to $71,000 (AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV)

• 112,500 to 180,000 (AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY)

• 118,125 to 189,000 (AK, DE, MD, NY, RI, or WA)

• 126,000 to 201,600 (CA, CT, DC, MA, or NJ)

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact , option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran

Responsibilities

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet's success is its people with the commitment to a better healthcare experience. When you join RadNet as an RIS Support Specialist , you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators to achieve the best clinical outcomes.

You Will:

• Configure, troubleshoot, and optimize RIS systems to enhance performance and meet operational needs.
• Analyze and modify RIS application components, including testing and implementation of system updates or enhancements.
• Develop and maintain system documentation, including technical specifications, configuration settings, and troubleshooting guides.
• Collaborate with development teams to report, document, and track system bugs and feature requests.
• Provide advanced technical support by diagnosing and resolving complex software, database, and integration issues.
• Ensure system security, compliance, and data integrity by monitoring access, configurations, and audit logs.
• Assist in deployment of new features, patches, and system updates while ensuring minimal downtime.
• Participate in change management processes, ensuring proper documentation and impact analysis for all system modifications.
• Perform systems analysis techniques and procedures to determine functional specifications and user requirements for RIS software.
• Design and execute queries and scripts using Microsoft SQL Server to maintain system integrity and optimize data retrieval.
• Consult with users and stakeholders to identify workflow challenges and propose software-based solutions that align with operational goals.
• Research and recommend system improvements, upgrades, and best practices to enhance RIS system functionality.

• Exercise sound judgement and an ability to remain professional in all situations.
• You demonstrate effective and professional communication, interpersonal skills and respect with patients, guests & colleagues.
• You have a structured work-approach, understand complex problems and you are able to prioritize work in a fast-paced environment.

• College education or work experience in a related field is preferred.
• Knowledge of Microsoft SQL Server, SQL Language, and SQL Server Management Studio.
• Knowledge of Microsoft Server 2016-2022 preferred.
• Experience in systems analysis, software support, or database administration.
• Demonstrated ability to analyze, troubleshoot, and resolve software and database performance issues.
• Familiarity of Revenue Cycle Operations is a plus.
• Excellent verbal and written communication skills for technical documentation and user consultation.
• Proficiency in system testing, validation, and documentation.
• Problem-solving and strong Critical Thinking skills are a must.
• Able to exercise a high degree of initiative, judgment, discretion, and decision-making to achieve department and organizational objectives.
• Strong interpersonal skills.
• Ability to work independently and exercise discretion and judgment in system-related decision-making.
• Plan, deploy, and support new system features and enhancements.
• Ensure bugs and errors are being documented with development teams.
• Manage fulfillment or RIS support requests accurately and timely.
• Ability to apply advanced troubleshooting techniques and identify solutions based on system design specifications.
• Experience with system integration, data security, and compliance protocols is preferred.
• Collaborate closely with the support team to ensure continued and uninterrupted access to RIS System.

• Comprehensive Medical, Dental and Vision coverages.
• Health Savings Accounts with employer funding.
• Wellness dollars
• 401(k) Employer Match
• Free services at any of our imaging centers for you and your immediate family.

As a Technical Support Engineer at Nokia, you will be an integral part of our Customer Experience team, dedicated to enhancing client satisfaction through expert problem-solving. In this hands-on role, you will troubleshoot complex issues related to Nokia products, collaborating closely with cross-functional teams to deliver timely solutions. You'll engage proactively with customers, ensuring their needs are met while providing guidance to elevate the skills of our Tier 1 and Tier 2 support teams. Our dynamic work environment promotes knowledge sharing and continuous improvement, allowing you to grow professionally while maintaining a strong focus on customer success. Your contributions will directly impact our reputation for technical excellence and customer satisfaction, making this an exciting opportunity to make a difference in the telecommunications industry.

Troubleshoot and resolve complex technical issues related to Nokia products, ensuring timely solutions for customers.

• Engage proactively with customers to understand their technical needs and provide tailored support.
• Collaborate with cross-functional teams to address escalated customer issues and deliver comprehensive solutions.
• Train and mentor Tier 1 and Tier 2 support teams, enhancing their technical expertise and customer service skills.
• Contribute to the creation and maintenance of internal knowledge bases and best practices for efficient issue resolution.
• Document customer interactions and troubleshoot outcomes precisely in the company's ticketing system.
• Participate in a 24x7 on-call rotation to provide ongoing technical support as needed.
• Lead initiatives to improve customer satisfaction and reinforce the company's reputation for technical excellence.

You have:

• B.Sc. or M.Sc. in Telecommunications, Computer Science, Electrical Engineering, Cybersecurity, or related field
• Excellent communication skills, both oral and written
• Strong analytical and troubleshooting skills for complex network scenarios
• Experience in customer-facing roles with relationship management

It would be nice if you also had:

• Familiarity with optical transport network protocols and DWDM technology
• Experience with Infinera products, such as DTN-X/XT, XTM, FlexILS, or GX
• Knowledge of Linux OS, command line interfaces, and scripting languages
• Familiarity with network management tools like SNMP and NMS/EMS

Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World's Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark