Systems Technician

About the role

The Systems Technician provides reliable desktop support to Intellisense Systems, Inc. users, handling day-to-day maintenance of systems, equipment, and devices while maintaining high standards of communication and documentation.

Responsibilities

• Provide white glove IT assistance for equipment failures and service issues within established Service Level Agreement times.
• Log time and problem resolutions into the ticketing system with full documentation.
• Follow up on tickets promptly and communicate with users regarding status and service restoration.
• Troubleshoot general computer hardware and software issues, including Windows 11, Office 365, printer, VoIP phone, and network issues.
• Set up new user Active Directory accounts, email, and phone systems.
• Perform Windows and application updates in coordination with maintenance windows.
• Manage server and network maintenance tasks as directed.
• Maintain IT assets, manage inventory, and perform regular audits.
• Create and update technical documentation and notes.
• Recognize, document, and escalate security incidents and suspected compromises.
• Monitor alerts from security tools and coordinate remediation.
• Validate remediation of security findings and ensure rollback procedures are tested and documented.

Skills

• Experience with NinjaOne or similar remote management and monitoring platform.
• Group Policy (GPO) management and Windows security baseline implementation.
• Multi-factor authentication (Duo/Azure MFA) administration.
• FortiGate or enterprise firewall policy management.
• User provisioning and deprovisioning workflows.
• IT asset inventory management.
• System testing and validation of configurations, patches, and updates.
• Incident recognition, identification, and documentation.
• Change management validation procedures.

Qualifications

• 3–6 years of desktop/systems support experience.
• 3–6 years hands-on experience with Windows 11, Office 365, Active Directory, and VoIP systems.
• Strong knowledge of computer hardware and ability to diagnose and resolve issues.
• Basic knowledge of M365/Entra ID and Active Directory administration.
• Experience with Microsoft Intune for endpoint management and device compliance.
• Proficiency in SharePoint environments.
• Good working knowledge of networking concepts.
• Reliable, self-motivated team player with strong organizational and communication skills.
• Proactive approach to problem-solving with commitment to continuous improvement and automation.
• Ability to recognize potential security incidents and take appropriate action.
• Experience with system testing in non-production environments.

Preferred Qualifications

• Microsoft Windows or cybersecurity certification.
• Familiarity with NIST SP 800-171 or CMMC practices and controls.
• CrowdStrike Falcon agent deployment and management experience.
• Azure GCC High or AWS GovCloud cloud resource administration and networking experience.

Required Attributes

• Demonstrates a strong cybersecurity-first mindset with understanding of DoD contractor compliance requirements, CUI protection, and NIST/CMMC principles.

On-Call Support (Optional – A Plus)

• Maintain availability during scheduled on-call rotations.
• Respond to emergency IT incidents within a reasonable timeframe.
• Be reachable by phone and capable of remote access or physical presence.
• Work irregular hours during emergency situations and planned maintenance windows.
• Maintain professional communication with users and management during after-hours incidents.