Senior IT Support Technician

This is a direct hire, fully-remote position. Candidates must be eligible to work in the U.S. without sponsorship or visa.

About the role

Our client is seeking a Senior IT Support Specialist to join its growing IT team supporting a fully remote workforce. This role is ideal for an experienced IT professional who enjoys solving complex problems, supporting end users, and continuously learning new technologies.

As part of a growing help desk organization, you'll provide elevated technical support, support identity and access management, and help build a mature Tier 1, Tier 2, and Tier 3 support model. This position offers a clear path for growth into systems administration, security, identity management, automation, and IT leadership roles. The ideal candidate is curious, customer-focused, eager to learn, and embraces AI-assisted workflows to improve efficiency and problem solving.

Responsibilities

• Manage and resolve a variety of help desk tickets.
• Solve escalated complex issues with clear documentation and recommendations.
• Support a fully remote workforce through ticketing systems, messaging platforms, and video support sessions.
• Manage users across Microsoft 365, Google Workspace, JumpCloud, Slack, Zoom, and other business applications.
• Manage user access, group memberships, MFA, passwords, and SSO permissions.
• Configure, deploy, track, and recover company devices while maintaining accurate asset records.
• Investigate and report security-related activities, including phishing reports, access reviews, and endpoint security support.
• Create and maintain knowledge base articles, runbooks, and user documentation.
• Identify recurring issues and recommend process, automation, and support improvements.
• Contribute to initiatives involving identity management, Zoom administration, networking, endpoint management, AI-driven support workflows, and future infrastructure projects.

Requirements

• 3-5 years of experience in IT support, help desk, desktop support, or a related technical role.
• Experience supporting Windows and macOS environments.
• Familiarity with Microsoft 365, Google Workspace, JumpCloud, Okta, Entra ID, or similar platforms.
• Strong troubleshooting, problem-solving, and customer service skills.
• Excellent written and verbal communication abilities.
• Ability to explain technical concepts clearly to non-technical users.
• Strong attention to detail and ability to follow structured processes.
• Demonstrated ability to research issues independently before escalating.
• Experience using or willingness to adopt AI tools to improve efficiency and problem solving.
• Ability to thrive in a remote work environment with reliable internet access.

Nice to Haves

• Identity and access management experience.
• SSO, SAML, OIDC, or SCIM provisioning knowledge.
• MDM or endpoint management experience (JumpCloud, Intune, Jamf, etc.).
• Zoom administration or Zoom Contact Center experience.
• Networking knowledge and troubleshooting experience.
• Procurement or vendor management experience.
• Endpoint security experience with tools such as CrowdStrike or Microsoft Defender.
• Scripting or automation experience using PowerShell, Bash, Python, Google Apps Script, or Power Automate.
• Experience supporting distributed or remote teams.
• Experience improving knowledge bases, documentation, or support processes.