IT Technician

About the role

This is a fully remote role open to candidates located anywhere in the United States. While applicants from all eligible states are welcome to apply, candidates located in the Central Time Zone are strongly preferred.

Responsibilities

• Work within the Tech Support ticketing system to ensure timely resolution of service requests while upholding exceptional standards of customer service and user satisfaction
• Diagnose and resolve hardware, software, tier 1 network, tier 1 information security, and endpoint-related issues across a distributed workforce
• Administer user accounts, permissions, and access controls within Microsoft 365 and other business systems
• Manage endpoint devices using MDM solutions such as Microsoft Intune, Jamf, and Apple Business Manager, including device enrollment, policy deployment, and compliance monitoring
• Utilize remote monitoring and management (RMM) tools to proactively identify, troubleshoot, and remediate issues across a distributed device fleet
• Document, track, and maintain detailed records of issues, resolutions, and work performed within the ticketing system
• Create and maintain knowledge base articles and end-user documentation to improve service efficiency and reduce repeat incidents
• Deliver user training and support to promote adherence to IT policies, enhance technical proficiency, and encourage cybersecurity best practices
• Collaborate with IT team members on complex technical issues, operational improvements, and technology initiatives
• Support organizational growth initiatives, including employee onboarding, technology rollouts, office expansions, and systems integrations
• Monitor emerging technologies and recommend improvements to enhance IT operations, security, and user experience
• Complete quality work on time while managing competing priorities and cross-functional projects
• Perform additional duties as assigned

Requirements

• Bachelor’s degree in computer science or a related field, or equivalent work experience preferred
• 5+ years of proven experience as an IT Technician or in a similar technical support role; experience working in a remote environment is a plus
• Experience supporting a rapidly growing organization, with the ability to adapt to evolving business needs and priorities
• Hands-on experience with endpoint management and MDM platforms (Microsoft Intune, Jamf, or Apple Business Manager) including device enrollment, policy deployment, and compliance reporting
• Experience with remote monitoring and management (RMM) tooling for remote remediation across a distributed fleet
• Proven ability to independently troubleshoot and resolve complex technical issues with minimal supervision
• Experience in creating and maintaining knowledge base articles, runbooks, and end-user documentation that reduce repeat ticket volume
• Familiarity with network troubleshooting and basic network concepts
• Ability to work independently and as part of a team
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus
• Experience managing Microsoft 365 cloud services (Exchange Online, Teams, OneDrive, etc.)
• Strong organizational and interpersonal skills with a customer service orientation
• Strong verbal and written communication skills

About the company

YA Group is an international professional services organization providing forensic consulting, engineering, risk mitigation, and related services. Founded over 25 years ago as a property damage consulting firm, YA has expanded through organic growth and strategic acquisitions. Today, YA has over 800 professionals dedicated to excellence, partnership, and driving innovation.

Benefits

• Employee-focused culture
• Strong commitment to work-life balance
• Remote work
• Flexible vacation & Paid holidays
• Paid family care/sick leave
• Parental leave
• Medical, Dental, Vision + more
• 401k w/match
• Career growth
• Competitive salaries