IT Support Technician

Duties include:

- Respond to, troubleshoot and resolve IT related Help Desk Level issues that customers submit through a Service Desk.

- Respond to, troubleshoot and resolve issues related to problems/outages of network equipment and services like network switches, network routers, WiFi, WiFi access points, and other network services.

- Respond to, troubleshoot and resolve issues related to problems/outages of Microsoft Windows Servers, Microsoft domains, Application Servers, Microsoft 365 Email Issues, etc.

- Perform (check-listed) routine and proactive IT Maintenance for Network Devices like network switches, network routers, Microsoft Windows Servers, Microsoft Active Directory.

- At times, conduct onsite customer IT service calls for troubleshooting, project deployments or other IT related requests from customers.

- At times, be able to conduct bulk Ethernet (CAT5e or CAT6) network cabling when customers or projects request that work; including termination of network cabling.

- Conduct IT Projects as engineered, designed, and planned by management that include: new computer deployments, new server deployments, new internet connection deployments, new network deployments, network cabling deployments, and other IT related projects.

Position Summary:

Overall, this position will be for an IT services Company that has many customer networks that we manage and respond to. The position will primarily provide Help Desk level to Network Administrator level support for Service Desk Issues, IT Routine Maintenance and IT related projects. Company has an established Service Desk and established Remote Monitoring and Management tools that will allow technicians to conduct duties from almost any location as long as they have an internet connection.

This position will be remote work (work form home) as a default. However, there will be frequent times when you will be required to go onsite to the customer to perform support duties. These onsite visits could occur at any time during the business day, but we conduct remote support if at all possible before going onsite; and our dispatch team tries to bundle onsite visits to try and reduce the number of times/days that you will go onsite.

Position will be provided the proper equipment to conduct duties (laptop, smartphone, VoIP phone, secure remote access and remote management tools). Candidate will utilize their own vehicle for transportation to and from customer sites and will be paid mileage costs each month.

Position will also be required to stand as an On-Call Technician each month. This is a rotating weekly duty shared by all technicians in the company. On-Call duty technician will respond IF mission critical issues occur at our customer networks.

General Skill sets:

- Customer Service: provide positive and patient interaction with end users who are not technically savvy, while still providing a technical resolution to their issues.

- Remain fluid with daily schedule as customers may have issues that force us to change and adjust the normal schedules.

- Physical: When required, there may be times when desktop/server/switch equipment needs to be delivered to the customer. There will also be times if cabling is required then you will need to be able to perform that cabling work.

Specific Skill Sets (Working understanding of the following):

- Microsoft Windows Server (Server 2016, Server 2019, Server 2022, Server 2025)

- Microsoft Desktop Operating Systems (Windows 11)

- General server and workstation hardware troubleshooting

- Microsoft Active Directory & Group Policy Administration and Deployment

- Microsoft 365 Administration and Deployment

- Network Switches (Cisco, Hp, Fortinet, Other)

- General network troubleshooting

- Firewalls - general support (Fortinet Fortigate Firewalls, Cisco ASA, Sonicwall, etc)

- Wireless Networking Admin and Deployment

- Ethernet Cabling

- Endpoint Detection & Response (EDR) & Antivirus solutions Admin and Deployment

- Microsoft and Third Party security patches Admin and Deployment

Experience and Certifications:

- Desired Experience: at least 3+ years in the IT field

- Desired Certs: Microsoft MCSE, Microsoft MCITP