IT Support Technician

• Serve as the first point of contact for customers seeking technical assistance via phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions for hardware and application-based issues
• Determine the best solution based on the issue and details provided by customers
• Walk customers through the problem-solving process
• Escalate unresolved issues to the next level of support when needed
• Provide accurate information on IT products or services
• Record events, problems, and resolutions in the ticketing system
• Manage client tickets and use team resources to ensure client satisfaction and ticket metrics are achieved
• Work with end users to implement solutions for cloud-based platforms and infrastructure
• Support O365/Citrix, cloud, and server-based enterprise products from a help desk perspective

• Minimum 3 years’ full-time experience working in a technology solutions environment
• Excellent written and verbal communication skills
• Knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices, and other technical products
• Strong decision making and problem-solving abilities
• Strong interpersonal and relationship building skills
• Strong passion for customer service
• Exceptional organizational skills and the ability to handle multiple tasks concurrently
• Ability to learn quickly in a fast-paced environment
• Experience with Windows Desktop Operating Systems (Windows 11) preferred
• Experience with Microsoft Office Applications – O365 (Word, Excel, etc.) from a user’s perspective preferred
• System Administrator experience with Azure, Admin Portal, O365 Admin, SCCM, Intune, Virtual Technology, Citrix, Azure AD, Company Portal preferred
• Basic Networking and Command Line Skills preferred
• PowerShell Skills desired but not required
• Microsoft MCP Windows 11, Microsoft MCP Office 365, CompTIA A+ or related experience, Azure Administrator Associate, or Azure Fundamentals desired but not required

• Work from Home
• Full-time position