Systems Technician

• Work assigned tickets in order of SLA
• Serve as the first point of contact for client support requests received through phone, email, and client portal
• Answer inbound support calls, create service tickets, and document, categorize, and prioritize requests
• Troubleshoot and resolve frontline technical issues involving computers, printers, Microsoft 365, Windows applications, mobile devices, and connectivity
• Escalate advanced or unresolved issues to Systems Administrators or Systems Engineers
• Document technical work for accurate client billing and ongoing support
• Communicate ticket status, troubleshooting steps, next steps, and resolutions to clients
• Collaborate with Systems Administrators, Systems Engineers, and other technical team members
• Participate in team meetings, training, documentation, and knowledge-sharing activities
• Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and Share Point
• Troubleshoot workstation, printer, wireless network, VPN, and basic network service connectivity issues
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
• Follow IT service management processes and Standard Operating Procedures
• Maintain documentation and contribute to knowledge base articles and SOP updates
• Pursue continuous learning, training, coaching, and certification pathways
• Use approved AI solutions responsibly to improve learning, troubleshooting, documentation, and customer outcomes
• Develop foundational technical knowledge for potential progression into Systems Administrator responsibilities

• Associate degree in Computer Science, Information Technology, or related field preferred (or equivalent experience)
• Valid driver's license
• Entry-level certifications preferred, including CompTIA A+, Google IT Support Professional Certificate, Microsoft Fundamentals certifications, and CompTIA Network+
• 1-3 years of experience in technical support, help desk, desktop support, call center technical support, field support, or related IT support roles
• Experience supporting Microsoft operating systems, Microsoft 365 applications, basic networking issues, and end-user technology
• Experience delivering customer-facing support with professionalism, communication, and service quality
• Experience in a Managed Services Provider, consulting, or multi-client IT support environment preferred
• Administration and troubleshooting of Windows workstation environments
• Basic Microsoft 365 administration and end-user support
• Basic Active Directory and Microsoft Entra  administration
• Basic understanding of Azure cloud concepts and Microsoft cloud services
• Basic networking fundamentals including TCP/IP, DNS, DHCP, VPNs, wireless connectivity, and general connectivity troubleshooting
• Experience using ticketing systems and remote support tools, including Connect Wise or similar platforms
• Familiarity with endpoint management and remote monitoring tools, including Intune, Connect Wise Automate, or similar technologies
• Familiarity with firewall, wireless, and network support tools, including Watch Guard, Meraki, or similar technologies
• Working knowledge of hardware, printers, mobile devices, peripherals, and workstation deployment
• Working knowledge of cybersecurity best practices, user security awareness, data privacy, and appropriate handling of client information
• Working knowledge of AI-assisted productivity and support tools, including Microsoft Copilot, Chat GPT Enterprise, and other approved generative AI solutions
• Ability to leverage AI tools responsibly to improve troubleshooting efficiency, documentation quality, and customer support outcomes

Demonstrates foundational technical knowledge in IT support, including troubleshooting of Microsoft 365 applications, Windows environments, and basic networking. Proficient in customer service communication and documentation practices to enhance client support outcomes.

• Technical Support Experience
• Microsoft 365 Administration
• Networking Fundamentals
• Customer Service Skills
• Ticketing Systems Proficiency

• Troubleshooting
• Windows Administration
• Basic Networking
• Microsoft 365 Applications
• Active Directory Administration
• Endpoint Management
• Remote Support
• Service Ticket Management
• Cloud Concepts
• Cybersecurity Best…