What are the responsibilities and job description for the IT Support Technician position at Fello?
At Fello, we champion the rights of people with disabilities and invest in what matters most: real opportunities, strong relationships, and inclusive, equitable communities. We partner with people with disabilities to provide support services, develop inclusive housing, and create spaces where people feel genuinely connected—not just accommodated.
The IT Support Technician provides IT technical support to internal users, serving as the first point of contact for support tickets and troubleshooting connectivity, software, and device issues across laptops, iPads, peripherals, conference room equipment, and VoIP systems. This role applies standard Office 365 builds, supports IT asset deployment, and assists with administering third-party SaaS applications, including iCM, Paycom, FMSE, and ZenDesk. This position involves in-person interaction with employees and some people served, regular travel across Anne Arundel County and Maryland's Eastern Shore, and is designated as essential during emergencies.
Qualifications:The ideal candidate brings strong troubleshooting instincts and a customer-service mindset, responding to tickets with professionalism and providing one-on-one technical support and training via phone, virtual platforms, and in person. They proactively suggest improvements to IT standard operating procedures, communicate effectively with a variety of end users, and adhere to deadlines with a strong sense of urgency. Proficiency in MS Word, Excel, Outlook, Teams, and OneDrive is required.
This position requires a high school diploma or GED; a bachelor's degree in business or technology is strongly preferred. A minimum of three years of IT support and/or IT user support experience is required, though CompTIA A certification may be used in lieu of two years of that experience. The ability to drive is a requirement of the position.
This position is full-time, with a typical work schedule Monday through Friday during Fello office hours, including staggered start and end times and after-hours on-call rotation. This role requires moderate travel between office and program locations and is eligible for periodic telework.
This position includes an award-winning total rewards (benefits) package and paid professional development opportunities.
Fello is an equal opportunity employer which means we provide equal opportunity to all qualified candidates without regard to race, color, religion, ancestry, sex, gender, gender expression, national origin, age, marital status, military/veteran status, sexual orientation, gender identity, pregnancy, genetic information, disability, or any other characteristic protected by applicable law. To provide equal employment and advancement opportunities to all candidates, employment decisions at Fello will be based on merit, qualifications, and skills. Fello highly encourages all employees to become fully vaccinated against COVID-19 and other communicable diseases.
Salary : $26