IT Support Technician

Job Responsibilities:

• Respond promptly to user inquiries and provide advanced level technical support via phone, email, or remote support.
• Diagnose and resolve technical hardware and software issues, including desktops, laptops, printers, peripherals, and mobile devices.
• Use remote tools (RMM) and diagnostic utilities to aid in resolving support requests.
• Ability to troubleshoot spam filters, O365, Microsoft Exchange, and associated email solutions.
• Troubleshoot and resolve firewall, router, and other network related issues.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Escalate incidents to appropriate teams or vendors for further investigation and resolution.
• Setup and deployment of new PCs and printers.
• Create new users and maintain Active Directory information.
• Install, configure, and troubleshoot operating systems, software applications, and user accounts.
• Assist with the procurement, installation, and inventory management of IT equipment.
• Document technical procedures, configurations, and troubleshooting steps for reference and training purposes.
• Provide excellent verbal and written skills geared towards customer service and IT support with end users.
• Participate in an on-call rotation to ensure timely resolution of urgent issues outside of regular business hours.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Provide training and guidance to users on best practices for utilizing IT resources effectively and securely.
• Stay informed about emerging technologies and industry trends to continuously improve IT support services and processes.
• Perform other duties as assigned.

Requirements

• Associate degree or higher in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum 5 years of experience as an IT Support Technician or similar role.
• MSP Experience preferred.
• Understanding of computer hardware, software, and networking principles.
• Proficiency in troubleshooting technical issues and providing timely solutions.
• Familiarity with Windows and Mac operating systems, as well as Microsoft Office Suite and other common software applications.
• Familiarity with virtualization, Hyper-V and VMware.
• Knowledge of network protocols, TCP/IP, DNS, DHCP, VPN.
• Experience with Active Directory, Office 365, Azure AD, and user account management.
• Strong communication skills, with the ability to interact professionally with any user from different client locations.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and prioritize tasks effectively in a fast-paced environment.
• Strong organizational and time management skills.

Benefits

What we Offer:

• Opportunities for growth and advancement
• HMO- Maxicare