Job Description

We're looking for someone to join our Helpdesk team at MITC!

Position Requirements

Bachelor's degree in any field (liberal arts welcome!) Strong communication skills - comfortable working with customers by phone & email A passion for helping others and delivering exceptional customer service - experience working in a customer service role is preferred Ability to learn new tools and concepts Comfortable multitasking and managing priorities

What Your Day-to-Day Will Look Like

As a Helpdesk Technician, you'll play a key role in helping our customers use our software effectively.

Your days will be a mix of problem-solving, communication, and teamwork. No two days are exactly the same, which makes this a great role for someone who enjoys variety and learning. MITC uses a ticketing system to receive and work through service requests received by customers.

Here's what a typical day might include:

Connecting with Customers:

You'll serve as the first point of contact for customer support inquiries - the MITC Helpdesk receives a broad range of service requests - some tickets can take just a few minutes, while others may take several days to resolve. To handle these service requests, you'll use our ticketing system and talk with users by phone and email --listening to their questions and helping them navigate the software. Most issues are guidance-based, not deeply technical.

Troubleshoot Issues

: Identify the root of common user problems and provide step-by-step guidance.

Critical thinking:

You'll use critical thinking to understand what a customer is experiencing and walk them through solutions in a clear, patient way.

Collaborating with Your Team:

You'll work closely with your assigned helpdesk team--one of four groups that each specialize in a part of the MITC platform. Your teammates are your go-to support system for brainstorming solutions, asking questions, and sharing knowledge. You'll also collaborate with other teams at MITC - like quality control and development and escalate issues as needed.

Learning Something New Every Day:

Because our software covers many different areas, you'll always be expanding your understanding. You'll receive regular training, shadow senior team members, and have ongoing opportunities to build your skills.
This role is perfect for someone who enjoys helping people, learning continuously, and being part of a collaborative team - no technical background required.

Entry Level Candidates Welcome

We believe great helpdesk technicians come from a variety of backgrounds and experiences. If you're just starting your career or transitioning into helpdesk, we encourage you to apply -- even if you don't meet every single requirement listed.

At MITC, we value curiosity, communication, problem-solving, and a willingness to learn just as much as experience. If you're motivated, organized, and excited to work in a fast-paced environment, we'd love to hear from you.

Logistics & Hybrid Schedule

At MITC, we support a flexible, hybrid work environment that empowers our team members to do their best work-- at home or in the office.

Most roles, including this one, follow a hybrid schedule, combining remote work with in-office collaboration as needed. This role requires

3 days per week in office

. During the first 6 months, in-office requirements may be higher. Employees may choose to work in office full time if preferred.

Equipment:

Laptop, mobile phone, and all necessary equipment provided by MITC.

Compensation:

Salary: $40,000 - $60,000 with a set up plan based on quarterly evaluation MITC benefits package value $5,000 including $1,000 HSA company contribution, 100% company paid medical premium, and a 401K match. Life and disability insurance 401(K) Retirement savings plan with company match Up to 4 weeks' vacation 7 paid holidays Flexible work arrangements Opportunities for professional development and continuing education

About MITC

MITC is staffed by people from a broad range of backgrounds, each of whom is actively involved in helping organizations around the world do things better, more efficiently, and more productively. From help desk and software development to sales, marketing, and operations, MITC has opportunities for bright and energetic individuals to build the careers they want at a successful company.

Our core offerings include time & attendance tracking, advanced employee scheduling, payroll integration, HR modules, biometrics, and documentation tools. These solutions are built to be flexible and scalable, whether for small organizations or those managing thousands of employees. At MITC, we don't just build software, we deliver full implementation, integration, customization, and ongoing support to ensure our customers get real value from the system.

We are a collaborative team that believes in continuous improvement, long-term customer success, and using technology to strengthen service delivery in critical social sectors.

Equal Opportunities

At MITC, we're excited to work with talented and empathetic people of all identities. MITC does not discriminate based on someone's identity in any aspect of hiring or employment. We therefore strongly welcome applications from suitably qualified people regardless of their background, including underrepresented groups.

Commitment to Diversity, Equity & Inclusion

MITC believes in being fair, inclusive, and equitable workforce where all employees feel valued and have opportunity to fulfill their potential. We know that different voices, ideas, perspectives, experiences, and knowledge working together will enable us to be a better workplace.

We're interested in investing in YOU.

We know that our success is tied to the growth and development of our team members. Whether you're just starting out or looking to take your career to the next level, we're committed to providing the support and resources you need.

We offer ongoing training and professional development opportunities to help you build new skills and deepen your expertise. You'll have access to mentorship and collaborative teamwork that fosters learning and knowledge sharing. We encourage continuous growth through challenging projects and expanding responsibilities. Your ideas and contributions will be valued--because when you grow, MITC grows.
To apply, visit MITC's careers page: mitcsoftware.com/helpdesk-trainee/

Job Type: Full-time

Pay: $40,000.00 - $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Retirement plan Tuition reimbursement Vision insurance
Work Location: Hybrid remote in Frederick, MD 21703