Desktop Support - Tech Bar (Onsite Baltimore, MD)

At T. Rowe Price, we identify and actively invest in opportunities to help people thrive in an evolving world. As a premier global asset management organization with more than 85 years of experience, we provide investment solutions and a broad range of equity, fixed income, and multi-asset capabilities to individuals, advisors, institutions, and retirement plan sponsors. We take an active, independent approach to investing, offering our dynamic perspective and meaningful partnership so our clients can feel more confident.   We believe doing the right thing for our clients and our associates is good business . With a career at the firm, y ou can expect opportunities to create real impact at work and in your community. Y ou’ll enjoy resources to support your career path, a s well as compensation , benefits , and flexibility to enrich your life. Here, you’ll find a collaborative culture that respect s and valu e s differences and colleagues who share a spirit of generosity .    Join us for the opportunity to g row and make a difference in ways that matter to you .

Summary The Desktop Support Technician – Tech Bar provides high-quality, walk-up technical support to employees in a fast-paced, customer-facing environment. This role is the first point of contact for end-user technology issues and focuses on rapid troubleshooting, clear communication, and an exceptional support experience. The technician supports hardware, software, mobile devices, and peripherals while maintaining a welcoming and professional Tech Bar environment.

End-User Support: Provide walk-up, in-person technical support at the Tech Bar for desktops, laptops, mobile devices, and peripherals Diagnose and resolve hardware, software, operating system, and connectivity issues Support Windows and/or macOS environments, VDI environments, including standard productivity tools (e.g., Microsoft 365, collaboration tools) Perform device setups, swaps, upgrades, and replacements Customer Experience: Deliver friendly, professional, and efficient service in a customer-facing support model Clearly explain technical issues and solutions to non-technical users Manage multiple walk-up requests while maintaining service quality Set expectations on resolution times and escalate issues appropriately Incident & Asset Management: Document incidents, requests, and resolutions accurately in the ticketing system Track, manage, and maintain IT assets and inventory associated with the Tech Bar Follow established processes for device lifecycle management (imaging, deployment, decommissioning) Collaboration & Continuous Improvement: Partner with other IT teams (network, security, endpoint, service desk) to resolve complex issues Identify recurring issues and suggest process or knowledge base improvements Maintain Tech Bar cleanliness, organization, and readiness Qualifications Required: 2+ years of enterprise experience in desktop support, service desk, or end-user IT support Strong knowledge of Windows and/or macOS operating systems Experience supporting laptops, desktops, printers, mobile devices, and peripherals Familiarity with ticketing systems and basic asset management practices Excellent customer service and communication skills Preferred: Experience working in a walk-up support or Tech Bar environment Knowledge of Microsoft 365, Active Directory, and basic networking concepts Mobile device support experience (iOS, Android) IT certifications (CompTIA A+, ITIL, Microsoft, Apple) Key Skills & Attributes Customer-first mindset with strong interpersonal skills Ability to multitask and prioritize in a high-traffic environment Strong troubleshooting and problem-solving abilities Organized, detail-oriented, and process-driven Comfortable working independently while collaborating with a broader IT team Work Environment On-site, customer-facing Tech Bar setting Requires standing, walking, and handling IT equipment May include occasional after-hours