IT Service Technician, I

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

📋 Description

• Deliver end-user assistance to VC3 clients via inbound calls, emails, and webchat, adhering to an ITIL-based triage model.

• Diagnose and resolve hardware, application, VPN/remote access, network drive, DNS, and workstation performance issues.

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

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

• Offer mobile and phone support, which includes mobile email configuration, phone system modifications, call forwarding, and extension adjustments.

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

• Refer out-of-scope issues to the appropriate elevated team.

• Maintain tickets, change logs, internal guides, and knowledge base entries.

• Take part in the on-call rotation.

• Perform other duties 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 comply with Criminal Justice Information Systems (CJIS) requirements after employment.

• The selected candidate will undergo criminal and Department of Motor Vehicles background checks.

• Availability to work approximately 8-5 EST hours.

• Willingness to participate in an on-call rotation (1 week every 3-4 months).

🏝️ Benefits

• Flexibility to work remotely, with onsite components based on team requirements.

• Paid time off provided by the company.

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

• Company-matched 401(k)/RRSP plans.

• Access to a Leadership Academy.

• Monthly educational sessions.

• Mentorship opportunities.

• Learning reimbursements available.

• Internal career fairs.

• Job shadowing experiences.

• Customized career-pathing and support for internal mobility.

• Autonomy and recognition in the workplace.

• Criminal and Department of Motor Vehicles background checks for selected candidates.

• Compliance with CJIS requirements after employment.