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

• Act as the primary contact for technical support inquiries.

• Address incidents and service requests in line with defined service levels.

• Offer support through in-person, remote, and phone channels.

• Diagnose issues related to hardware, software, operating systems, printers, and peripherals.

• Provide assistance with account access, password resets, and Microsoft 365-related concerns.

• Record troubleshooting actions and solutions in the ticketing system.

• Refer unresolved or complex problems to higher-tier support teams.

• Adhere to support protocols, standards, and documentation requirements.

• Contribute to articles in the knowledge base and other support documentation.

• Engage in on-call support duties as necessary.

• Offer exemplary customer service to associates.

• Work collaboratively with support teams, engineers, and vendors to resolve issues.

• Recognize recurring issues and communicate trends to management.

• Associate degree in Information Technology, Computer Science, or a related field is preferred.

• Consideration will be given to a combination of education and experience.

• 0–2 years of experience in IT support, help desk, desktop support, or customer service.

• Fundamental knowledge of Windows 11, Microsoft 365, Active Directory / Entra ID, desktops, laptops, printers, peripherals, and mobile devices.

• Basic understanding of ticket management systems and standard IT support procedures.

• Capability to quickly learn new technologies, applications, processes, and support protocols.

• Ability to lift and transport computer equipment weighing up to 40 pounds.

• Must be able to work in an office setting.

• Occasional after-hours support may be necessary.

• Comprehensive health, dental, and vision insurance.

• Retirement plan options with employer matching.

• Opportunities for professional development and training.

• Paid time off and holiday leave.

Support Technician I

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