Print Help Desk Analyst

Location: La Plata, Maryland

Position: Full-Time | In-Office

JustTech, LLC is actively seeking a motivated, organized, and customer-focused Help Desk Analyst to join our growing team in La Plata, Maryland!

This is an excellent opportunity for a technology professional who enjoys solving problems, helping customers, and working in a fast-paced, team-oriented environment.

As a Help Desk Analyst, you will play an important role in delivering the exceptional customer service that JustTech is known for. You will serve as a primary point of contact for clients, providing remote technical assistance, coordinating service requests, scheduling and dispatching technicians, and ensuring timely communication and resolution of technical issues.

This is a full-time, in-office position based in La Plata, Maryland.

JustTech is a leading provider of Managed IT Services, IT Support, Cybersecurity Solutions, Xerox Copiers & Multifunction Printers, and Managed Print Services throughout the Mid-Atlantic region.

Our company supports hundreds of businesses, nonprofit organizations, educational institutions, and government agencies with innovative technology solutions and outstanding customer service.

Through our Print Solutions, JustTech provides sales, maintenance, and technical support for thousands of Xerox copiers and printers that produce millions of impressions every month.

Through our Network & IT Solutions, we provide proactive Managed IT Services, network management, cybersecurity solutions, and both remote and onsite IT support to more than 100 businesses and organizations.

JustTech has built a strong reputation for customer satisfaction, long-term client relationships, and responsive technical support. Following service incidents, our clients are encouraged to provide feedback through ProvenExpert, an independent third-party review platform.

We take pride in our talented team, collaborative culture, and commitment to delivering an outstanding client experience.

As a Help Desk Analyst, your responsibilities will include:

• Customer Support: Serve as a first point of contact for clients experiencing IT, copier, printer, managed print, and other technical service issues.
• Remote Technical Assistance: Provide remote troubleshooting and support for copiers, multifunction printers, print management software, and data collection agents.
• Service Coordination: Schedule and dispatch field service technicians to customer locations, ensuring efficient response times and effective resource allocation.
• Ticket Management: Create, update, document, and manage service incidents within the company’s ticketing system, tracking progress through resolution.
• Client Communication: Maintain proactive and professional communication with customers regarding service requests, technician schedules, and issue resolution.
• Problem Solving: Identify technical issues, perform initial troubleshooting, and escalate more complex problems to the appropriate technical personnel.
• Team Collaboration: Work closely with our Managed IT, Print Services, and field service teams to deliver a seamless customer experience.
• Additional Support: Remain flexible and assist with other operational and administrative responsibilities as needed.
  

The ideal candidate will possess:

• A solid understanding of commonly used office software applications, including Microsoft Windows and Microsoft 365.
• Basic knowledge of computer hardware, networking principles, and common IT troubleshooting procedures.
• Familiarity with remote diagnostic and technical support tools.
• An understanding of computing and networking protocols and standards.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• The ability to manage multiple priorities and service requests in a fast-paced environment.
• A professional, positive, and customer-focused attitude.
• The ability to work independently while contributing to a collaborative team environment.
• Previous Help Desk, technical support, service dispatching, or customer service experience is preferred.
  

At JustTech, technical knowledge is important, but so is the ability to deliver an exceptional customer experience.

We’re looking for someone who is:

• Customer-Focused: Passionate about helping people and providing outstanding service.
• Organized: Capable of managing multiple service tickets, schedules, and priorities.
• A Strong Communicator: Comfortable speaking with customers, technicians, and internal team members.
• A Problem Solver: Eager to troubleshoot issues and identify effective solutions.
• Dependable: Committed to following through on responsibilities and maintaining accurate documentation.
• A Team Player: Willing to collaborate, learn, and contribute to the success of the organization.
  

JustTech values its employees and offers a competitive compensation and benefits package, including:

• Competitive Salary based on qualifications and experience.
• Health Insurance: Medical coverage available for employees and eligible dependents, with JustTech paying 60% of the total premium.
• 401(k) Retirement Plan.
• Paid Time Off, including vacation and paid holidays.
• Voluntary Life Insurance Options.
• Professional Growth: Opportunities to expand your technical knowledge and develop your career within a growing technology company.
• Supportive Team Environment: Work alongside experienced professionals who are committed to providing excellent customer service.
  

Joining JustTech means becoming part of a company that values teamwork, customer satisfaction, innovation, and professional development.

Our Help Desk team plays a critical role in keeping our clients’ businesses running efficiently. Whether helping a customer resolve a technical issue remotely or coordinating a technician’s onsite visit, your contributions will make a meaningful difference every day.

If you enjoy technology, helping people, and being part of a successful and growing organization, we encourage you to apply for the Help Desk position!

Join JustTech and help us continue delivering outstanding technology solutions and exceptional customer service throughout the Mid-Atlantic region.

JustTech, LLC is an Equal Opportunity Employer, including Veterans and Individuals with Disabilities.