IT Support Technician

Description

GMCO is seeking an IT Support Technician to join our team. This role serves as a key member of the Information Technology team, providing front-line technical support and delivering exceptional service to employees across the firm.

As the primary point of contact for Help Desk support, the IT Support Technician resolves technical issues, manages support requests, deploys hardware and software, and helps maintain a reliable and productive technology environment. The ideal candidate is customer-focused, eager to learn, and motivated to grow their technical skills while contributing to the success of the firm.

Work Environment:
This position follows a hybrid work arrangement, requiring a minimum of three days per week in our downtown Portland office. Team members participate in a rotating support schedule that may occasionally require evening or weekend availability to help ensure consistent technology support for the firm.

• Serve as the primary point of contact for employee technology support, providing first-line technical assistance, delivering exceptional customer service, and ensuring timely resolution or escalation of Help Desk requests.
• Manage the Help Desk ticketing system, ensuring requests are properly assigned, prioritized, documented, and resolved within established service expectations.
• Troubleshoot and resolve hardware, software, mobile device, printing, Microsoft 365, email, VPN, and network connectivity issues.
• Install, configure, deploy, and maintain workstations, laptops, peripheral equipment, software applications, and mobile devices.
• Support user onboarding and offboarding activities, including account setup, access management, equipment deployment, and user training.
• Assist with user account administration, including account creation, password resets, access requests, and related technology support activities.
• Maintain accurate documentation of support requests, issue resolutions, system changes, and technology assets.
• Collaborate with internal technology team members and external vendors to upscale and resolve complex technical issues.
• Assist with technology projects, equipment refreshes, system upgrades, and continuous process improvement initiatives.
• Stay current on firm technology, emerging technologies, and security best practices to support a reliable and productive technology environment.
• Perform other duties and special projects as assigned while demonstrating flexibility and adaptability to changing business needs.

• Experience: 0-2 years of IT support, Help Desk, technical support, customer service, or related experience.
• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred; or an equivalent combination of education, training, and experience.
• Technical Aptitude: Basic understanding of Microsoft 365 applications, Windows operating systems, computer hardware, mobile devices, printers, and common business technologies, with a strong desire to learn and grow technical skills.
• Customer Service: Passion for delivering exceptional customer service and creating a positive technology experience for end users.
• Communication: Strong verbal and written communication skills with the ability to explain technical concepts clearly and effectively to individuals with varying levels of technical expertise.
• Problem Solving: Demonstrated ability to learn quickly, troubleshoot issues, think critically, and approach challenges with a solutions-oriented mindset.
• Organization & Adaptability: Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Collaboration: Self-motivated and dependable with the ability to work independently while contributing positively to a collaborative team environment.
• Preferred Qualifications:

• Familiarity with Active Directory, including user account administration and password management.
• Exposure to networking concepts, VPN connectivity, DNS, DHCP, or other core IT infrastructure technologies.
• Familiarity with Okta or other Identity and Access Management (IAM) solutions.
• Experience…