IT Support Technician

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

📋 Description

• Act as the primary technology resource for engineers, surveyors, and staff in the Southeast region.

• Manage IT issues from initial contact to second-level resolution.

• Provide remote assistance via phone, chat, and remote-access tools, as well as in-person support when necessary.

• Offer support for regional offices and coordinate escalations with infrastructure, applications, and vendors.

• Identify recurring issues and escalate them for root-cause analysis.

• Process requests through phone, chat, email, self-service portal, and face-to-face interactions.

• Troubleshoot Windows devices, Microsoft 365, Teams, identity and MFA, printers, plotters, peripherals, and mobile devices.

• Address Wi-Fi, VPN, and local network problems.

• Manage access requests, password and MFA resets, distribution list adjustments, and license modifications.

• Document requests in the ticketing system, keep users informed, and maintain an accurate inventory of assets.

• Provide support for Autodesk, Bentley, and Esri engineering, design, and GIS applications, including license clients and large-format printing.

• Assist with survey and field hardware, data offloading processes, and drone data management.

• Image, configure, deploy, refresh, and securely retire devices and peripherals.

• Oversee onboarding and offboarding processes for accounts, permissions, devices, and system access.

• Set up and troubleshoot conference room and audio/visual equipment.

• Create and maintain knowledge base articles and technical procedures.

• Educate users on equipment and software while explaining technical issues in simple terms.

• Support company-wide migrations, security measures, application updates, and integration of acquired offices.

• Participate in occasional weekend maintenance activities.

• Achieve regional service level and satisfaction targets and standardize devices within the first twelve months.

⛳️ Requirements

• Minimum of 4 years of hands-on experience in desktop, end-user, or help desk support, encompassing both on-site and remote assistance across multiple office locations.

• Strong and methodical troubleshooting and problem-solving abilities.

• Capability to work independently while managing time and multiple requests effectively.

• Excellent customer service skills.

• Clear verbal and written communication skills.

• Ability to articulate technical concepts in layman’s terms and produce clear ticket notes and documentation.

• Judgment to represent IT credibly to senior engineers and office leaders.

• Valid driver's license and willingness to travel within the region.

• Physical capability to lift and move equipment weighing up to 50 lbs.

• Proficient in troubleshooting Windows 10/11 endpoints, imaging, and application deployment.

• Familiarity with Microsoft 365 client services and Teams.

• Experience with Active Directory and Microsoft Entra ID account management, permissions, and MFA support.

• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN.

• Experience in wireless troubleshooting.

• Proficient in setting up and troubleshooting printers, plotters, and peripherals.

• Familiarity with remote support tools and ticketing/ITSM systems such as ServiceNow or Jira.

• Experience in mobile device management, including Microsoft Intune.

• Preferred: Experience in supporting architecture, engineering, or construction software such as Autodesk, Bentley, and Esri ArcGIS.

• Preferred: Experience in supporting survey/field hardware or drone data workflows.

• Preferred: Experience in conference room and audio/visual support.

• Preferred: Experience with office acquisitions or IT integrations.

• Preferred: Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

• Preferred: An associate degree in Information Technology or a related field.

🏝️ Benefits

• Opportunity for remote work arrangement.

• Standard East Coast business hours.

• Full-time employment with infrequent weekend maintenance.

• Travel opportunities within the region.

• Access to escalation support from the IT Service Delivery Manager and infrastructure and applications teams.