Information Technology Support Technician
Job Description
Company Description Source One Business Services is a full-service CPA, business advisory, and information technology firm serving privately owned businesses in the construction, industrial, and service sectors. The firm's managed IT services practice supports privately held businesses of 1 to 200 employees across the Baltimore-Washington region - meeting their end-to-end IT needs. Founded in 1986, the firm headquarters in Ellicott City, MD.
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Using an integrated, consultative approach, the team focuses on problem solving, practical advice, and value-driven solutions.
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Role Description The IT Support Technician is a member of a small team responsible for the complete technical health of client environments and works directly with senior engineers who bring decades of experience. The successful candidate is early in their career, technically curious, and seeking to develop faster than a large IT department would allow. The role will expand as the practice grows; we are hiring an individual we intend to promote. The position is an on-site position based in Ellicott City, MD.
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What You Will Do
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• Ticket ownership and client support. Own incoming tickets from receipt to resolution: acknowledge each requester within 24 hours, maintain complete and current ticket notes, and escalate with clear documentation when required. Support Windows and Mac endpoints, Microsoft 365, VPN and remote access, line-of-business applications, hosted infrastructure, hosted servers, hosted virtual desktops, and hosted and on-premise Voice over IP (VoIP) systems, resolving issues remotely where possible and on-site when necessary.
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• Daily health checks. Verify backup completion, review SIEM and SentinelOne alerts, perform monitoring and connectivity checks in Check_MK, and maintain accurate and complete client documentation in IT Glue.
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• Weekly and monthly operations. Review patch and deployment status reports and coordinate remediation with clients; produce monthly client reporting, including vulnerability, dark web, warranty and inventory reports, and executive summaries; administer Proofpoint security awareness campaigns; and maintain accurate device counts for billing, including removal of inactive agents.
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• Standards and continuous improvement. Verify that client sites conform to published configuration standards, and contribute to the review, maintenance, and development of the policies and procedures that govern the practice.
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The Tools You Will Work With
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ConnectWise (PSA/RMM) • IT Glue • SentinelOne MDR • Check_MK • Duo Security • Proofpoint Essentials & Security Awareness Training • WatchGuard Firebox and Wireless Access Points • Axcient BDR • Microsoft 365 / Entra • Omnissa Horizon VDI • SIEM with 24x7 SOC • Voice over IP (VoIP) Systems
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Proficiency in every tool is not required at hire. A strong foundation in Windows, networking, and Microsoft 365, combined with a demonstrated ability to learn new platforms quickly, is required.
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What We Are Looking For
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• Minimum of two years of hands-on IT support experience in a help desk, desktop support, or junior MSP role
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• Working knowledge of Windows 10/11 and Windows Server, Microsoft 365 administration, Active Directory / Entra ID, and basic networking (DNS, DHCP, VPN, TCP/IP)
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• Some knowledge of Apple Mac devices / MacOS, Android, iOS, Microsoft InTune, and Virtualization technologies including VMware, Virtuozzo/VHI, and Proxmox are all a plus, but not required
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• Clear, professional written and verbal communication skills; the role interacts directly with business owners and office managers
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• Disciplined documentation habits and consistent follow-through on every ticket
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• Willingness to take ownership of problems, request assistance when appropriate, and apply what is learned
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• Availability to participate in an after-hours on-call rotation
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• Valid driver’s license and reliable transportation for periodic client site visits in the Baltimore–Washington area
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Preferred qualifications: CompTIA A+, Network+, or Security+ certification or comparable secondary education; prior MSP experience; familiarity with any of the tools listed above.
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Why Source One
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• Room to grow. We are building this practice, not maintaining it. The role will expand with the client base; systems administration, security, project work, and client-facing advisory are realistic next steps.
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• Real mentorship. The technician works directly with senior engineers and firm leadership rather than through layers of management.
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• Variety. A small team provides broad exposure to servers, cloud, security, networking, and end-user support across many client environments.
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• Investment in you. Source One supports certifications and training that strengthen performance in the role.
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• Stability. An established, profitable firm with a long-standing client base.
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Expectations
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• Work in-office Monday through Friday, 8:30 am to 5:00 pm. This is an on-site position; hybrid and remote arrangements are not available.
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• Maintain a professional appearance and demeanor at all times; the technician represents Source One to its clients
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• Participate in the after-hours on-call rotation
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Compensation and Benefits
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Base salary of $60,000 to $65,000, commensurate with experience. Benefits include health care coverage, a 401(k) plan with employer match, and paid vacation and sick time.
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Source One Business Services is an equal opportunity employer.