IT Support Technician (56121)

Position Summary:

This position will position is a dynamic role that serves as the initial point of contact for technical issues while also handling more complex Tier 2 escalations. The IT Support Technician will support a diverse environment that includes on-premise Microsoft server infrastructure, Office 365, and a wide array of specialized business applications. The ideal candidate is a problem-solver who thrives in a fast-paced setting and can pivot between hardware, software, and network troubleshooting with ease.

Responsibilities:

• End-User Support: Provide high-quality technical assistance for hardware (desktops, laptops, mobile devices) and software issues via phone, email, and in-person.
• Infrastructure Maintenance: Assist in managing and troubleshooting on-premise Microsoft Server environments, including Active Directory, DNS, DHCP, and File Servers.
• Cloud Administration: Manage and resolve issues within the Office 365 stack (Exchange Online, Teams, SharePoint, and OneDrive).
• Application Support: Learn and support a diverse catalog of internal and third-party applications, ensuring seamless uptime for various departments.
• Account Management: Perform user onboarding/offboarding, group policy updates, and permission management.
• Documentation: Maintain accurate records of tickets, system configurations, and "how-to" guides for the internal knowledge base.

Travel and Schedule Requirements:

• Field Office Travel: This position requires travel to field offices at least once per quarter. These visits are focused on performing on-site maintenance, hardware refreshes, and providing direct support to remote teams.

• On-Call Rotation: Participation in an after-hours and weekend ticket monitoring rotation is required. This ensures that critical system alerts and high-priority issues are addressed promptly outside of standard business hours.

Required Qualifications:

• Experience: 4+ years of experience in a helpdesk or technical support role, preferably in a multi-application environment.
• Microsoft Ecosystem: Strong proficiency in Windows 11, Windows Server, and Office 365 Administration.
• Networking Basics: Solid understanding of TCP/IP, VPNs, Wi-Fi troubleshooting, and basic cabling.
• Adaptability: A proven ability to quickly learn new software and troubleshoot undocumented applications.
• Communication: Exceptional interpersonal skills with the ability to explain technical concepts to non-technical users.

Preferred Qualifications:

• Prior experience in highly regulated industries.

• Experience with PowerShell and/or Python for basic automation and administrative tasks.
• Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft 365 Certified).