Job Description

Job Title: IT Systems & Support Analyst 

Company: Trident Service Group 

Location: Hybrid – Cockeysville, MD plus Regional Travel Delaware, Maryland, Pennsylvania and Virginia 

  Company Description:

Trident Service Group is a premier swimming pool service, retail, and construction company enabling backyard entertainment. Founded on a legacy of family-owned businesses dating back to the 1960s, we are committed to delivering exceptional customer service and top-quality solutions. From custom pool construction to expert maintenance and retail offerings, we take pride in providing personalized care and building lasting relationships with our clients. Our service portfolio covers the complete pool & spa category including repair, cleanings, seasonal openings & closings, new construction, and renovation. At Trident, customer satisfaction is at the heart of everything we do. We operate as a family of brands across the Mid-Atlantic region. 

  Position Summary:

We are seeking a detail oriented, entrepreneurial, and hands-on IT Systems & Support Analyst to support our technology operations. Reporting directly to the President, this role is responsible for driving daily IT operations, user support, training, maintaining system infrastructure, and managing vendors across our multi-location organization. This is a full-time hybrid role based out of our Cockeysville, MD branch with regional travel to other branches and potential acquisitions across Delaware, Maryland, Pennsylvania, and Virginia.

Key Responsibilities:  

IT Service Management & Support

• Serve as the primary point of contact for all IT-related issues across the organization, ensuring timely and effective resolution.
  
• Perform helpdesk operations, providing technical support to employees and ensuring customer-facing staff have seamless access to IT systems.
  
•   Monitor, prioritize, and manage support tickets to meet established SLAs (Service Level Agreements).
  
• Ensure proper documentation and knowledge sharing for IT procedures, support issues, and resolutions.
  

Infrastructure & Systems Management

• Oversee and maintain endpoints, servers, and telecommunication systems across multiple branch locations.
  
• Manage the company's cloud services, SaaS platforms, and on-premise applications.
  
• Collaborate with operations team to deploy new and innovative technology solutions in the field.
  
• Ensure the stability, performance, and security of systems, including regular maintenance, updates, patches, and backups.
  

IT Optimization & User Training

• Assist in implementing new tools, systems, and process improvements.
  
• Provide training and guidance on IT tools, applications, and best practices to non-technical staff.
  
• Improve end-user adoption and proficiency with key software, such as CRM, point of sale, and scheduling platforms.
  

Security & Compliance

• Ensure data security, compliance, and privacy standards are met across the organization.
  
• Implement IT policies and procedures, including access control, data protection, and cybersecurity protocols.
  

Requirements

Required Qualifications:

· Associate or Bachelor’s degree in Information Technology or related field.

·3+ years of experience in IT service delivery, infrastructure management, or technical support in a MSP environment or multi-location business.

· Strong technical knowledge of:

o Networking: TCP/IP, VPNs, LAN/WAN management.

o Cloud services and productivity suites.

o Helpdesk systems, remote support tools, and endpoint management.

o Telephony & VoIP systems.

· Strong problem-solving skills and the ability to work independently across multiple locations.

· Excellent communication and stakeholder management skills.

· Ability to travel regionally (25%) as needed.

Preferred Qualifications:

· Excellent project management skills including experience with IT rollouts and integrations.

· Ability to train and support non-technical staff in using IT tools effectively.

· Familiarity with ERP, CRM, POS, and field service management systems.

· Basic coding and scripting skills.

· IT and project management certifications including ITIL, CompTIA, CISM, CCSP, Microsoft, Google, PMP, and CAPM.  

Benefits

Why Join Trident Service Group?  

At Trident Service Group, you will be part of a growing company with a commitment to excellence, innovation, and customer satisfaction. This is an opportunity to make a significant impact by enhancing IT systems and support operations, helping us deliver best-in-class service to our customers and driving innovation in the swimming pool industry.

Benefits:  

• Salary: $55,000 - $60,000 salary plus annual performance-based bonus 
  

• Health, dental, and vision insurance 
  

• Retirement plan with company match 
  

• 3-weeks paid time off plus holidays 
  

• Opportunities for growth in a fast-expanding regional business 
  

• Mileage reimbursement for travel between locations  
  

How to Apply:  

If you have a strong background in IT and are excited to drive innovative technology solutions in a growing multi-location business, we want to hear from you! Please submit your resume and cover letter through our website at . 

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