IT Support Technician

About the role

American Capital Group is seeking an IT Support Technician to join their team. The company is a leader in real estate development, with over three decades of experience and a comprehensive approach to development, including acquisitions, design, construction, and property management. The ideal candidate will be curious, innovative, and passionate about using technology to drive the company forward.

Responsibilities

• Serve as the first point of contact for IT support requests, troubleshooting hardware, software, and connectivity issues, and escalating complex issues as needed.
• Set up, configure, deploy, and maintain desktops, laptops, mobile devices, workstations, printers, conference room technology, and other IT equipment.
• Process user requests, including software installations, equipment provisioning, and access requests, while meeting established service levels.
• Support employee onboarding and offboarding by managing user accounts, Microsoft 365 and Azure AD/Entra ID access, password resets, and multi-factor authentication.
• Maintain accurate IT asset inventory, equipment records, and lifecycle documentation.
• Create and maintain technical documentation, support knowledge base articles, respond to potential security threats, and promote cybersecurity best practices.
• Identify recurring technical issues, recommend process improvements, and contribute to enhancing IT support documentation and workflows.

Requirements

• 1+ years of experience in an IT support, help desk, or service desk role (internships and customer-facing technical roles count).
• Associate degree or higher in Information Technology, Computer Science, Information Systems, or a related field.
• Working knowledge of Windows desktop environments and Microsoft 365.
• Familiarity with Active Directory or Azure AD / Entra ID for basic account administration.
• CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification (preferred).
• Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Freshservice (preferred).
• Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software (preferred).
• Familiarity with ITIL v4 foundations or other service management frameworks (preferred).
• Basic scripting (PowerShell) for routine task automation (preferred).

Skills

• Exceptional attention to detail and organizational abilities.
• Proficient in effective communication and teamwork.
• Maintains a positive outlook and embraces a collaborative team approach.
• Shows responsibility and takes pride in their work.
• Fluent in English, with strong reading, speaking, and writing skills.
• Proficient in Microsoft Office applications, including Excel, Word, and Outlook.

Benefits

• Competitive starting wages ($27 - $33 /hour).
• A company-wide commitment to diversity and inclusion.
• A positive work environment where employee’s contributions are valued.
• A fun culture with team building activities and events.
• Competitive medical, dental, and vision benefits (employer pays 85% of employee’s premium).
• 401k contribution opportunity with an annual company match.
• Paid sick leave accrual equivalent to 1.33 hours for every 30 hours worked (~11 days per year).
• Paid vacation starting at three weeks and increasing with tenure.
• 13 paid holidays, including 2 personal holidays of your choice.
• Comprehensive training programs and development opportunities.

Schedule

Schedule – Monday – Friday from 7am to 4pm PT. Flexibility to work additional hours may be required to meet company/project needs. On-Site Requirement: This position requires physical presence at our corporate office during office hours.