IT Tech Support Technician

Benefits

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Training & development

This role focuses primarily on remote end‑user support, with additional responsibility for project work related to workstation deployments and managed services onboarding. The ideal candidate is customer-focused, organized, and comfortable working in a fast‑paced managed services environment.

• Remote Support & Service Desk
  • Provide Tier 1–2 remote technical support for client end users via phone, email, and remote access tools.
  • Troubleshoot and resolve issues related to Windows workstations, Microsoft 365, email, printers, VPNs, and common business applications.
  • Document incidents, requests, and resolutions accurately within the ticketing system.
  • Escalate complex issues appropriately while maintaining ownership and communication with the client.
  • Adhere to service level agreements (SLAs) and internal support procedures.
• Project & Onboarding Support
  • Assist with workstation setup, configuration, and deployment for new and existing clients.
  • Support managed services onboarding activities, including:
    • New user provisioning
    • Device enrollment and configuration
    • Software installation and standardization
    • Documentation of client environments
  • Work collaboratively with senior engineers and project leads to execute onboarding and workstation refresh projects.
  • Perform basic quality checks to ensure systems are configured according to Info Advantage standards.
• Client Experience & Internal Collaboration
  • Communicate clearly and professionally with clients of varying technical skill levels.
  • Provide timely updates and set realistic expectations with clients.
  • Contribute to internal documentation and knowledge base articles.
  • Identify recurring issues and suggest process or technical improvements.

• 1–3 years of experience in a helpdesk, service desk, or MSP environment.
• Strong working knowledge of:
  • Windows 10/11
  • Microsoft 365 (Exchange Online, Outlook, Teams, One Drive, SharePoint)
  • Basic networking concepts (DNS, DHCP, VPNs)
  • Experience providing remote technical support.
  • Familiarity with ticketing systems and documentation best practices.
  • Strong customer service, communication, and time‑management skills.

• Experience working for a managed services provider (MSP).
• Exposure to endpoint management tools (e.g., RMM, MDM, Intune).
• Experience with workstation imaging or standardized deployments.
• CompTIA A+, Network+, or Microsoft certifications (or willingness to obtain).
• Basic understanding of cybersecurity best practices for end users.