IT Support Technician

About the role

SRS Acquiom is seeking an IT Support Technician to join our IT Support team. The IT Support team is responsible for all areas of internal desktop and cloud app support, hardware support, and maintains network infrastructure for our office locations.

Responsibilities

• Provide hardware and software support for both in-person and remote clients with macOS and Windows systems, with the majority being macOS devices
• Prioritize, assign, and respond to internal client issues (submitted via ticketing system or in-person); manage tickets through to completion
• Perform end-user training on macOS and other company-provided software and hardware
• Perform diagnostics to collect information to determine and correct the source of error and isolate performance issues
• Test and deploy new software, hardware, procedures, installation, conversion and upgrade activities
• Maintain database of all staff inventory, user accounts and logins to facilitate on/off-boarding process
• Engage with vendors when necessary to research issues and determine and implement recommended solutions
• Maintain inventory levels of equipment to facilitate on-boarding process
• Provision user accounts in cloud apps, VoIP system, cloud faxing, copiers, and secure printing management system
• Manage new employee onboarding process from creating accounts to provisioning devices to in-person training and IT orientation on Day 1
• Maintain employee backup system as part of Disaster Recovery/Backup Plan
• Automate help desk tasks and maintain security profiles via MDM software (JAMF/Intune) for laptops and company smartphones
• Follow documented troubleshooting procedures and standards
• Contribute ideas and recommendations to and assist in writing IT/Admin and Tech Training documentation
• Other tasks as assigned

Requirements

• Bachelor’s Degree preferred, or equivalent combination of education, training, and experience
• 0-2 years experience supporting macOS laptops or desktops in an enterprise environment
• Experience supporting computers running macOS (10.14 to current) and Windows 11, cloud-based email and productivity tools (Office 365 & Google G-Suite), and mobile devices running iOS
• Proven ability to listen respectfully and communicate effectively with non-technical staff
• Computer configuration and application setup experience with equal weight given to Windows and macOS
• Experience installing, and troubleshooting network infrastructure and technologies including wired and wireless infrastructure, VoIP, and managed printing
• Experience using centralized management/MDM tools for OS configuration and administration
• Knowledge of basic printer maintenance tasks such as clearing paper jams and toner replacement
• Able to follow written documentation for tasks and procedures

Skills

• Experience configuring networking switches and firewalls (ie. VLAN assignments, switchport settings, DHCP, firewall policies)
• Experience configuring cloud apps for Single Sign-On with Active Directory or other SSO provider (ie. OKTA, OneLogin, JumpCloud)
• Experience with Windows Server/Active Directory, Bash scripting for macOS, virtualization, and help desk automation

Benefits

• Day‑one coverage: medical, dental, and vision plans so you’re protected from the start
• A 401(k) with a 4% company match to keep your future on track
• Discretionary time off - take the time you need, when you need it
• Employer‑paid life insurance, with the option to add extra coverage for peace of mind
• Employee Assistance Programs for confidential support when life gets complicated
• Discounted pet insurance (because furry family members count, too)
• A fitness credit to back your health and wellness goals
• Pre‑tax plans for dependent care, transportation, and flexible spending

Pay

The hourly rate for this role is between $31.25 and $36.06, depending on level of experience.

Schedule

This is an on-site and in-person hybrid position based out of Denver, CO.