Tier 1 Support Engineer

Location: Owings Mills

We at The Amenity Collective are looking for a Tier 1 Support Engineer to join our growing team! The Amenity Collective is North America's leading provider of single-source solutions across the aquatics, fitness, and recreation industries. We deliver customized services-staffing, construction, design, consulting, and operations-to supercharge long-term success for clients and their aquatics, fitness, and recreation spaces.

The ideal candidate is someone who balances both technical and soft skills with a drive to deliver an exceptional customer service experience to our end users and independently manage projects that will standardize our infrastructure and service delivery. Candidates should be comfortable working in a fast-paced environment and be hungry in their search for new knowledge and experiences. The opportunity to grow in the role is ever-present and the candidate should be motivated by helping to drive standardized processes and change management for a distributed workforce.

All applicants should expect a friendly and collaborative environment that pushes them to realize their full potential.

ESSENTIAL RESPONSIBILITIES

• Handle Tier 1 help desk tickets through our ticket queue, email, or phone.
• Take ownership of Support tickets, working and tracking issues to a timely resolution
• Communicate with the Director of Managed Service for issue escalations or potential resolutions
• Help with supporting mobile devices such as iOS and Android devices
• Record detailed information on issue resolutions in our ticketing system
• Excellent communication, Excellent customer service, written and verbal are vital
• Ability to work scheduled 8 am - 5 pm ET
• Able to lift at least 30 pounds
• Must own a reliable vehicle for travel
• Ability to work on-call rotation shift for weekends (limited)

SKILLS AND QUALIFICATIONS

• 1-3+ years of experience in a Service or Help Desk Desk/Support Center environment
• CompTIA A+ Certified (Must Have)
• Experience with Windows and Mac operating systems and hardware
• Experience with printers, scanners, and other computer peripherals
• Basic administration of user accounts and groups
• Jira Service Management Experience
• Experience with Active Directory
• Experience with Google Workspace & Microsoft Office
• Knowledge of network basics (TCP/IP, DHCP, and DNS)
• Experience with Remote Desktop
• Experience with antivirus and end-point protection
• Able to provide support for Microsoft products and Google Workspace
• Knowledge of cloud fundamentals
• Experience with Jira Service Management, and Confluence is a plus
• Knowledge of Salesforce and Workday a plus

BENEFITS

By joining The Amenity Collective team you will be part of a thriving culture grounded in Safety, Excellence, Passion, Boldness, and Partnership. We foster a fun, friendly, and professional environment dedicated to inspiring and creating happier, healthier moments each day. Additional benefits include:

• Growth & development opportunities
• 12-month roadmap to advance to a Senior Accountant position
• Paid Time Off including paid vacation days, sick days, floating holidays, and company holidays
• Comprehensive health benefits package including access to medical, vision and dental coverage
• Employee Assistance Program
• Ancillary benefits including short-term and long-term disability insurance, life insurance, critical illness, and accident insurance
• 401(k) benefits with a company match and access to financial wellness educational materials & resources

COMPENSATION

The Tier 1 Support Engineer position with The Amenity Collective offers a base salary of $50,000 - $55,000 per annum.

LOCATION

This is a full-time on-site position based out of our corporate headquarters in Owings Mills, MD.

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department. The Amenity Collective is an equal opportunity employer. All your information will be kept confidential according to EEO guidelines.

Must have a legal right to work in the United States.