IT Service Technician I

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver end user assistance to VC3 clients through incoming phone calls, emails, and webchat, adhering to an ITIL-based triage approach.

• Diagnose and resolve issues related to hardware, applications, VPN/remote access, network drives, DNS, and workstation performance.

• Manage user account administration in Active Directory, Exchange, and O365, including account creation/termination, password resets, email modifications, and permission adjustments.

• Execute IMAC requests, software installations, and system updates.

• Oversee mobile and telephone support, which includes mobile email configuration, phone system modifications, call forwarding, and extension updates.

• Investigate spam and phishing emails, secure compromised email accounts, and conduct malware scans and removal.

• Escalate issues that fall outside the scope to the appropriate higher-level team.

• Maintain ticket updates, change logs, internal documentation, and knowledge base entries.

• Take part in the on-call rotation.

• Carry out additional responsibilities as necessary.

⛳️ Requirements

• At least 1 year of experience in a technical support or customer service role OR recent technical education experience in a post-secondary setting.

• Proven knowledge of Windows OS (7–11), Office Suite/365, Windows Server (2016–2025), Active Directory, DHCP, DNS, Terminal Services, and MS Entra environment.

• Must satisfy Criminal Justice Information Systems (CJIS) criteria following employment.

• Subject to background checks by criminal and department of motor vehicles.

• Participation in an on-call rotation of 1 week every 3–4 months is required.

🏝️ Benefits

• Flexibility with a remote-first approach, with certain positions including an onsite component based on team requirements.

• Paid time off provided by the company.

• Mental health and leave assistance available through the Employee and Family Assistance Program.

• Company-matched 401(k)/RRSP plans.

• Access to a Leadership Academy.

• Monthly educational sessions.

• Opportunities for mentorship programs.

• Learning reimbursements offered.

• Internal career fairs available.

• Job shadowing opportunities.

• Customized career-pathing and internal mobility options.

• Autonomy and recognition in the workplace.

• Support from transparent leadership and management.

• Criminal and department of motor vehicles background checks required post-employment.

• CJIS requirements must be met post-employment.