IT Technician

Responsibilities

• To diagnose, maintain and repair IT systems.
• Gather details from staff and systems, possess clear communication skills, provide clear documentation on steps taken, enact any defined operating procedure and/or approved best practices per scenario.
• To navigate, guide and apply necessary base configuration changes in various system interfaces including but not limited to:
• BitWarden Password Manager
• Microsoft 365 Admin Center (license management, user profile management)
• Microsoft Authenticator
• Microsoft Azure/Entra - Active Directory (Join Azure, bitlocker, MFA)
• Microsoft Exchange Online (Email, Message Trace and Security Groups)
• Microsoft Office Suite 365 (OneDrive, Word, Excel, PowerPoint, etc.)
• Microsoft Remote Desktop Services Client
• Microsoft SharePoint Online
• Microsoft Windows 10/11
• Mobile OS: Android and iOS
• TeamViewer
• To manage Tier 1-2 End-user support including help escalating to contracted third-party providers (Red River, Pythian, etc).
• To perform simple migration tasks between software and applications (e.g., on-prem server to cloud transfer).
• To create and maintain technical documentation for both IT and End User audiences (e.g., Forms, Asset lists, Directories, Tickets, Guides).
• To undertake other basic and intermediate IT administration tasks mutually agreed upon.
• To maintain approved ongoing training, research, and troubleshoot concepts in Dev environment.
• To collaborate with Managers and HR to Onboard/Offboard personnel.
• To participate in company meetings.
• To provide guidance, training, and mentorship to junior IT team members.
• To work on Special Projects for IT Division, including but not limited to internal SharePoint restructuring Project.

Qualifications

• Achieve an Associate's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and professional experience.
• Minimum of 3 years of experience providing Tier 1 and Tier 2 IT support in a Microsoft-based environment.
• Experience administering Microsoft 365, Azure/Entra ID, Exchange Online, SharePoint Online, and Windows 10/11.
• Strong understanding of Active Directory, identity management, multi-factor authentication, BitLocker, and Microsoft licensing.
• Experience supporting desktop hardware, laptops, printers, mobile devices, and remote users.
• Experience using remote support and endpoint management tools.
• Strong troubleshooting and problem-solving skills with the ability to prioritize multiple support requests.
• Excellent verbal and written communication skills with strong customer service orientation.
• Experience documenting technical procedures, support tickets, and system configurations.
• Ability to work independently in a remote environment while collaborating effectively with distributed teams.
• Strong organizational skills with exceptional attention to detail.
• Ability to maintain confidentiality and appropriately handle sensitive information.

Preferred Qualifications

• Microsoft certifications such as Microsoft 365 Certified, Azure Administrator Associate, Modern Desktop Administrator, or similar.
• Experience with SharePoint administration and site development.
• Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions.
• Experience with endpoint security, antivirus, and endpoint detection and response (EDR) platforms.
• Familiarity with cloud migration projects and Microsoft best practices.
• Experience supporting professional services, consulting, or government contracting organizations.