IT Support Technician
This is a remote position.
Title: IT Support Technician Location: Remote. Terms: Full-Time/Permanent Overview: This position supports our IT MSP operation and involves routine assistance with user needs across the organization. It requires strong customer service abilities, effective communication, and an empathetic approach when resolving technical issues. While deep technical expertise is not essential, consistency, patience, and a willingness to learn are important. Core responsibilities include receiving and routing IT support requests, addressing basic technical matters, and contributing to various systems, projects, and operational services. Responsibilities:- Receive, triage, and analyze IT service requests, incidents, and other tasks, and work to resolve issues through onsite and remote support.
- Perform systems administration work in Office 365, Active Directory and other line of business applications.
- Communicate with clients through email, chat, and phone to keep them aware of active requests and incidents.
- Assist in the management, implementation, and maintenance of IT infrastructure (internal and client-based).
- Contribute to internal knowledge bases, client education articles, and public release articles and research papers.
- Contribute to reports, briefs, and presentations.
Requirements
Basic Qualifications:- U.S. citizenship - by nature of our work with the defense industry, all employees must be eligible for a Secret clearance.
- General knowledge of IT systems, including virtualization, Windows 10, endpoint management, and desktop support.
- General knowledge of networking and audio-visual support.
- Ability to independently investigate and understand IT support requests, and follow established processes to rapidly respond.
- Strong communication skills.
- Experience in a multi-client environment - experience in managed services is highly desired.
- Experience with Azure Government and Office 365 GCC High is highly desired.
- Basic understanding of security fundamentals (least privilege, RBAC, audit logging, endpoint security, change management).
- Experience in a professional customer support setting, even if non-IT.
- Knowledge and passion for cloud-first architecture, including experience building and deploying systems in Azure
- Exposure to compliance requirements for the U.S. Defense Industrial Base (i.e., CMMC, DFARS, NIST SP 800-171) or other industry compliance frameworks (ISO 27001, CIS Controls)
Benefits
- Fully paid individual healthcare, vision and dental insurance for the employee.
- Paid certification and training opportunities.
- Three weeks of paid vacation + 10 paid holidays.
- A supportive environment with a focus on keeping healthy work-life balance.
- Retirement benefit (401k) with company match.