Information Technology Support Technician

Employment Type:

Contractor (40 hr/wk) with Potential to Hire FTE

The technician will provide advanced technical support, deploy large-scale hardware solutions, and support Microsoft environments. Responsibilities include supporting users with any onboarding, offboarding, technical issues, or questions related to office systems, hardware, software, or procedures, while delivering excellent customer service. The role involves upholding SLAs and compliance standards, handling challenging and intricate problems that require specialized or advanced technical solutions, and demonstrating strong analytical, problem-solving, and conceptual skills.

The ideal candidate will have proven subject matter expertise and the ability to own technical tasks through completion. Self-motivation, enterprise business experience, self-direction, and eagerness to learn are essential qualities.

• Troubleshooting and resolving escalated hardware, software, and network issues, including complex technical concerns and conflict resolution.
• Assisting in the deployment and management of large-scale software rollouts and enterprise hardware solutions using configuration management tools (e.g., SCCM, Intune, Auto Pilot, JamF, ABM).
• Supporting Microsoft technologies such as Windows OS, Active Directory, Exchange, Office 365, and Intune, as well as cloud platforms like Azure and AWS.
• Supporting onboarding and offboarding processes: setting up hardware/software, user accounts, two-factor authentication, VPN connectivity, and collecting company assets.
• Assisting with system upgrades, patch management, configuration changes, and maintaining standard device image policies.
• Documenting solutions, processes, and best practices for knowledge sharing and compliance.
• Collaborating with peers to ensure seamless escalation, alignment, and integration of desktop support services.
• Providing executive-level white glove support and maintaining audio/video equipment and video conferencing systems in conference rooms.
• Supporting users via collaboration tools, email, phone, and in-person, including multilingual communications where applicable.
• Working cross-functionally in a global environment, including on-site (primarily) and remote support, and participating in on-call rotations for after-hours support and escalations.
• Maintaining relationships with local third-party technology vendors and suppliers.
• Anticipating inventory needs through forecasting and leading desktop support initiatives and projects.
• Ensuring information security by understanding risks and implementing preventative measures.
• Maintaining extensive knowledge of hardware (Dell, Lenovo, HP, Apple, etc.), operating systems (Windows 10, Apple OS, Android), virtualization platforms (VMWare, Hyper‑V, Citrix), and enterprise software (Outlook, Teams, SharePoint, One Drive, Service Now, etc.).

• 3+ years’ experience in related fields.
• CompTIA+ Certification (A+, Network+, or equivalent experience and education).
• Proven experience supporting user populations in enterprise environments.
• Demonstrated ability to deploy and manage large-scale software and hardware rollouts.
• Strong troubleshooting, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a fast-paced, evolving environment.

• Associate’s degree from accredited university.
• Experience with ITIL processes and ticketing systems (Service Now, Jira, etc.).
• Familiarity with endpoint management tools (SCCM, Intune) and cloud platforms (Azure, AWS).