Senior IT Support Technician

This is a fully remote position, open to applicants in Alabama, +33 more states.

📋 Description

• Oversee and address a range of help desk tickets

• Resolve intricate issues that have been escalated, providing comprehensive documentation and suggestions

• Assist a fully remote workforce through ticketing systems, messaging platforms, and video support sessions

• Manage users within Microsoft 365, Google Workspace, JumpCloud, Slack, Zoom, and other business applications

• Handle user access, group memberships, MFA, passwords, and SSO permissions

• Set up, deploy, monitor, and recover company devices while keeping precise asset records

• Investigate and report security-related activities, including phishing incidents, access reviews, and endpoint security assistance

• Develop and maintain knowledge base articles, runbooks, and user documentation

• Recognize recurring issues and suggest improvements for processes, automation, and support

• Participate in initiatives related to identity management, Zoom administration, networking, endpoint management, AI-driven support workflows, and future infrastructure projects

⛳️ Requirements

• 3–5 years of experience in IT support, help desk, desktop support, or a similar technical position

• Proficient in supporting Windows and macOS environments

• Knowledge of Microsoft 365, Google Workspace, JumpCloud, Okta, Entra ID, or comparable platforms

• Excellent troubleshooting, problem-solving, and customer service skills

• Strong written and verbal communication skills

• Ability to convey technical concepts in a clear manner to non-technical users

• Keen attention to detail and the capability to adhere to structured processes

• Proven ability to independently research issues prior to escalation

• Experience with or willingness to embrace AI tools to enhance efficiency and problem-solving

• Capability to excel in a remote work setting with dependable internet access

• Candidates must be eligible to work in the U.S. without sponsorship or visa

• Candidates must reside in Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Mexico, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, or Wisconsin

• Experience in identity and access management

• Knowledge of SSO, SAML, OIDC, or SCIM provisioning

• Experience in MDM or endpoint management, including JumpCloud, Intune, or Jamf

• Familiarity with Zoom administration or Zoom Contact Center

• Networking knowledge and troubleshooting experience

• Experience in procurement or vendor management

• Endpoint security experience with CrowdStrike or Microsoft Defender

• Scripting or automation experience using PowerShell, Bash, Python, Google Apps Script, or Power Automate

• Experience in supporting distributed or remote teams

• Experience in enhancing knowledge bases, documentation, or support processes

• Successful completion of an online assessment, interviews, and criminal background check

🏝️ Benefits

• Clear pathway for advancement into systems administration, security, identity management, automation, and IT leadership roles

• AI-assisted workflows along with opportunities for continual learning of new technologies

• Direct hire position

• Arrangement for remote work

• Criminal background check required prior to employment