Fractional IT Support Technician

Key Responsibilities

• Maintain availability during standard business hours, Monday through Friday.
• Serve as the primary IT resource for approximately 100–130 employees across Interdependence and its affiliated companies.
• Own day-to-day help desk operations, providing timely and responsive support for approximately 50–100 monthly support requests.
• Administer and maintain Microsoft 365 environments, including Exchange, Teams, SharePoint, and Intune.
• Manage employee onboarding and offboarding, including account creation, license assignment, access provisioning, permissions management, device setup, and equipment recovery.
• Troubleshoot a wide variety of Level 1 and Level 2 technical issues, including Microsoft 365, hardware, software, authentication, connectivity, printers, email, and general break/fix support.
• Manage Microsoft 365 licensing and user administration while ensuring appropriate access controls and permissions.
• Provide remote technical support to employees across the organization using remote support tools and best practices.
• Build and maintain IT documentation, knowledge base articles, standard operating procedures, and internal processes.
• Partner directly with executive leadership to recommend technologies, tools, and process improvements that increase efficiency and improve the employee experience.
• Identify opportunities to automate manual processes, streamline workflows, and help build a more scalable and secure IT infrastructure.
• Proactively implement and support cybersecurity best practices, including endpoint security, user access management, multi-factor authentication, and security awareness.
• Cook up with outside vendors and service providers when additional technical expertise or support is required.
• Deliver exceptional customer service while balancing multiple priorities in a fast-paced, highly collaborative environment.

Qualifications

• This is a fractional role requiring the ability to provide consistent business-hours coverage (Monday–Friday) while averaging approximately 20 hours per week.
• 5–8+ years of experience in IT support, help desk operations, desktop support, systems administration, or a similar technical support role.
• Strong hands-on experience administering Microsoft 365, including Exchange, Teams, SharePoint, and Intune.
• Experience working in a small to mid-sized company while wearing multiple hats.
• Experience managing user accounts, permissions, licensing, and employee onboarding/offboarding.
• Strong troubleshooting skills across common hardware, software, authentication, networking, and Microsoft 365-related issues.
• Proven experience supporting a fully remote or distributed workforce.
• Experience supporting cybersecurity initiatives, including endpoint security, multi-factor authentication, identity and access management, and security best practices.
• Comfortable serving as the primary IT resource for a growing organization and making independent decisions with minimal supervision.
• Experience building documentation, improving processes, and recommending tools or technologies that increase operational efficiency.
• Strong organizational skills with the ability to prioritize multiple support requests while maintaining excellent response times.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users, including executive leadership.
• Comfortable working directly with senior leadership and operating in a fast-paced, entrepreneurial environment where priorities may shift quickly.
• Self-motivated, proactive, and confident working independently without a large internal IT team for day-to-day support.