Help Desk Associate

Description

HB Wealth (“HB”) is a national, independent, fee-only wealth management firm headquartered in Atlanta, GA, with additional offices in Palm Beach Gardens and Tampa, FL; Alpharetta, Augusta, and Sandy Springs, GA; Towson and Columbia, MD; Charlotte, NC; Columbia and Greenville, SC; and Nashville, TN.

Founded in 1989, HB provides wealth advisory services, investment management, and family office services to primarily high-net-worth individuals, families, and institutions. With over $29 billion in assets under management as of October 31, 2025, our team collaborates across all locations to deliver The Fiduciary Standard, Elevated—bringing unwavering financial peace of mind to the clients we are privileged to serve.

At HB Wealth, we foster a healthy, collaborative work environment where every team member is respected and valued. We look for talented individuals who are passionate about learning, growing, sharing ideas, and making a meaningful impact for our clients.

Job Summary

HB is seeking a Help Desk Associate in our Towson, MD office to provide technical support and training to users. In this role you will respond to user requests, identify problems, troubleshoot issues, create documentation, and implement solutions. As a Help Desk Associate, you must possess excellent customer service and technical support skills. This position will also assist with project work and administrative tasks.

Job Responsibilities

• Deliver an outstanding customer support experience to team members.
• Resolve Helpdesk tickets, including tech support, training, and enablement requests.
• Respond to requests in person, over the phone, through teams, and via email in a timely manner.
• Assist in the management and administration of Hybrid AD(Local/Entra), Office 365, and Intune.
• Create Knowledge Base articles for the purpose of training and issue resolution.
• Install, modify, and repair computer hardware and software.
• Onboard new team members.
• Configure and hand-off new computer systems for staff.
• Assist with IT projects as needed.
• Other duties as assigned.

Requirements

• Knowledge of RMM and Ticketing platforms.
• Technical support abilities.
• Ability to diagnose and resolve computer technical issues.
• Knowledge of Windows 10/11, Office 365, and other applicable enterprise software.
• Experience supporting networking technologies (e.g. VPNs, VoIP, Wi-Fi).
• Ability to clearly explain and document technical information for non-technical users.
• Support of desktop and server applications.
• Support of SaaS Solutions (e.g. Office 365, Microsoft CRM, ShareFile.)
• Ability to quickly learn new systems and technologies.
• Scripting experience is a plus.
• Excellent oral and written communication skills.
• Commitment to meeting established deadlines and managing time effectively.
• Positive attitude and strong work ethic.
• Highly organized with exceptional attention to detail and excellent follow-through. 
• Self-starter with high initiative and comfort operating in a fast-paced environment. 
• Strong interpersonal skills with the ability to partner effectively in a team and build trust and confidence of colleagues. 
• Ability to work effectively within a team environment and a willingness to "pitch in" when necessary. 
• Strong analytical and problem-solving skills.  
• Ability to successfully pass criminal background / credit check required.

Qualifications

• High school diploma or equivalent. 
• Degree in Technology, Information Systems or related field preferred.
• Minimum of 1 year of experience in a comparable role or internship preferred.

Benefits

• Competitive PTO/Holiday policy
• 401k match
• 1st day eligible benefits offering; medical, dental, vision, telemed, disability,
• Paid Maternity/Paternity leave
• Fun and welcoming office environment with monthly and quarterly events
• Ability to work remotely 20%
• Cell phone stipend
• EPP

Why HB is a great place to work

Employees enjoy the collaborative, inclusive, team environment where they feel challenged and supported. The community involvement and philanthropy opportunities contribute to the culture of our company. The continuous learning opportunities, our client base, and the comprehensive benefit package round out the competitive compensation.

HB is an Equal Employment Opportunity Employer. HB only invites professionals to join us who share our values of hard work, meritocracy, respect for others, diversity, and commitment to our communities. Key to our culture is our commitment to creating a diverse workplace and fostering an inclusive environment in which people can be free to be their authentic selves. We insist on equality. It is expected, it is empowering, it is unwavering. We celebrate one another for the unique gifts that you alone can bring. We value difference, creativity, and spirit. It is in our DNA, and we like it that way.