Maryland technical support engineer employment contract template

Maryland Technical Support Engineer Employment Agreement

This Full-Time Technical Support Engineer Employment Agreement (the “Agreement”) is made and effective as of [Date], by and between [Employer Name], a [State] corporation with a business address at [Employer Business Address], (“Employer”) and [Employee Name], residing at [Employee Address] (“Employee”).

1. Employment

• The Employer hires Employee as a Technical Support Engineer.
  • Option A: The Employee accepts the position and agrees to the terms and conditions set forth in this Agreement.
  • Option B: The Employee's employment is contingent upon successful completion of a background check and security clearance, as required by [Client Name].

2. Duties

• The Employee shall perform the following duties, specific to a Technical Support Engineer role:
  • Troubleshoot hardware and software issues.
  • Provide tiered technical assistance to end users.
  • Manage support ticket systems ([Ticketing System Name]).
  • Escalate unresolved incidents.
  • Implement technical fixes both remotely and on-site.
  • Install and configure hardware ([Hardware Examples]).
  • Monitor system performance.
  • Document support processes.
  • Maintain knowledge bases.
  • Provide user training.
  • Ensure compliance with IT security protocols specific to Maryland and federal regulations (e.g. HIPAA, CCPA if healthcare/data-related).
  • Adhere to customer service and response time standards.
  • Participate in incident response or on-call rotations.

3. Required Technical Competencies

• The Employee must possess the following technical competencies:
  • Operating Systems: [Windows/Mac/Linux Specific Versions]
  • Network Protocols: [TCP/IP, DNS, DHCP, etc.]
  • Support Platforms: [Remote Desktop, VPN, etc.]
  • Ticketing and Remote Support Tools: [Specify Tools]
  • Certifications: [CompTIA A+, Network+, Microsoft, Cisco - Required/Preferred]

4. Work Location

• The Employee's primary work location will be:
  • Option A: [Employer Business Address], Maryland.
  • Option B: Hybrid work location: [Employer Business Address] and remote work. Employee must adhere to the Employer's remote work policy (See Addendum A).
  • Option C: Client Sites within Maryland: Travel to client sites within [Specific Region of Maryland] may be required. Reimbursement for travel expenses will be in accordance with Section 7.

5. Employment Status and Work Hours

• The Employee's employment is full-time.
  • Option A: Standard work hours are 40 hours per week, Monday through Friday, from 9:00 AM to 5:00 PM.
  • Option B: The employee may be required to work beyond the standard weekly hours to complete tasks. Overtime will be paid according to Maryland law.

6. Compensation

• The Employer shall compensate Employee as follows:
  • Base Salary: [Dollar Amount] per year, or [Dollar Amount] per hour.
  • Payment Frequency: [Bi-weekly/Semi-monthly].
  • Overtime: Eligible for overtime pay at a rate of 1.5 times the regular hourly rate for hours worked over 40 in a workweek, as required by Maryland law.
  • Bonus: Eligible for a performance-based bonus of up to [Dollar Amount or Percentage], based on the following KPIs: [Customer Satisfaction Score, Ticket Resolution Rate, etc.].
  • Performance Reviews: Performance will be reviewed [Annually/Semi-Annually].

7. Reimbursement

The Employee will be reimbursed for reasonable and necessary job-related travel expenses within Maryland, including mileage at the IRS standard rate, upon submission of receipts and in accordance with Employer's expense reimbursement policy.

8. Benefits

• The Employee is eligible for the following benefits:
  • Health Insurance: [Health/Dental/Vision - Employer pays X%, Employee pays Y%].
  • Short-Term and Long-Term Disability Insurance: Provided per Maryland requirements.
  • Retirement Plan: [401(k) with X% employer match].
  • Paid Time Off (PTO): [Number] days per year.
  • Maryland State Holidays: Observed per the Employer's holiday schedule.
  • Sick Leave: Accrued in accordance with the Maryland Healthy Working Families Act.
  • Family/Medical Leave: Eligible for leave under the Maryland and Federal FMLA.
  • Technical Training Budget: [Dollar Amount] per year for approved technical training.
  • Certification Exam Reimbursement: Reimbursement for successful completion of approved certification exams.
  • Tuition Assistance: [Details of Tuition Assistance Program]

9. Intellectual Property

All intellectual property, inventions, and work product created by Employee during employment, including solutions, scripts, and documentation, shall be the sole property of Employer. This includes client's confidential information and company data. Employee agrees to assign all rights to Employer. Open-source contributions or outside consulting requires prior written approval from the employer.

10. Confidentiality

Employee agrees to hold confidential all proprietary and confidential information of Employer and its clients, including customer data, trade secrets, and business strategies. This obligation continues after termination of employment. Employee will comply with all applicable Maryland privacy statutes and security breach notification requirements.

11. IT Security

• Employee will adhere to the following IT security standards:
  • Prohibition on installation of unauthorized software.
  • Regular password updates as per Employer's policy.
  • Immediate reporting of any security incidents to [Designated Contact], in line with Maryland’s data breach notification law.
  • Compliance with all sector-specific security compliance requirements ([e.g., HIPAA, PCI DSS]).

12. Background Checks & Security Clearances

If the position requires access to sensitive environments (such as government or defense clients in Maryland), Employee agrees to undergo and maintain required background checks and security clearances.

13. Behavioral Standards

• Employee will maintain professional communication with clients and internal teams.
  • Escalation protocols for unresolved technical issues must be followed.
  • Employee will maintain accurate technical documentation and participate in regular process audits.
  • Employee will adhere to remote support etiquette.
  • Customer satisfaction metrics will be tracked and evaluated.

14. Non-Compete and Non-Solicitation

• Employee agrees to the following non-compete and non-solicitation provisions, enforceable to the extent permitted by Maryland law:
  • Option A: Non-Compete: During employment and for [Number] months after termination, Employee will not engage in [Specific competitive activities] within [Geographic Area].
  • Option B: Non-Solicitation: During employment and for [Number] months after termination, Employee will not solicit employees or customers of Employer.

15. Termination

Employment is at-will, meaning either party may terminate the relationship at any time, with or without cause or notice.

• Option A: Upon termination, Employee will receive final wage payment within [Maryland Statutory Deadline], unused PTO payout (if applicable per company policy), and information regarding COBRA/health benefits continuation.
• Option B: Upon termination, Employee must return all company devices and documentation. Employee agrees to knowledge transfer as directed by Employer.

16. Workplace Safety

Employee will adhere to all Maryland Occupational Safety and Health (MOSH) standards, including protocols for reporting injuries or hazards.

17. Anti-Discrimination and Harassment

Employer is an equal opportunity employer and prohibits discrimination and harassment based on race, religion, sex, age, sexual orientation, gender identity, disability, marital status, genetic information, veteran status, or any other protected characteristic under Maryland law. A clear complaint and investigation procedure is outlined in Employer's handbook.

18. Dispute Resolution

Any disputes arising out of or related to this Agreement will be resolved through internal dispute escalation, followed by mediation or arbitration in Maryland, before resorting to litigation in the relevant Maryland court. This Agreement shall be governed by Maryland law.

19. Maryland Compliance

Employer will comply with all applicable Maryland laws and regulations, including unemployment, workers' compensation, and payroll tax withholdings.

20. Mandatory Notices

• Employee acknowledges receipt of the following Maryland-specific mandatory notices:
  • Notice of Wage Rate
  • Earned Sick Leave Rights

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first written above.

[Employer Name]

By: [Representative Name]

Title: [Representative Title]

[Employee Name]

[Employee Signature]

Addendum A: Maryland Remote Work Policy [If Applicable]