IT Support Technician

Company Overview

We are a dynamic and rapidly expanding enterprise technology organization operating in a modern digital environment where reliable IT support, secure access, responsive troubleshooting, endpoint readiness, collaboration tools, and digital workplace services directly influence employee productivity and business continuity. Our organization supports distributed employees, enterprise applications, cloud-based platforms, customer-facing teams, internal business systems, technology operations, security programs, and remote workforce workflows that require strong technical support, service discipline, and continuous improvement.

As organizations scale across remote-first and cloud-driven environments, IT support has become a critical function that does far more than resolve basic tickets. Modern IT support technicians help employees work efficiently, protect access, support systems adoption, document recurring issues, improve technology workflows, and serve as a key link between employees, IT operations, security, and enterprise applications. The IT Support Technician role is central to maintaining a smooth, secure, and productive digital workplace.

Our company is investing heavily in cloud collaboration systems, AI-enabled IT service workflows, endpoint management, identity and access management, IT service management platforms, self-service support, automation, cybersecurity readiness, knowledge management, device lifecycle processes, and scalable internal technology operations. We are seeking a highly capable IT Support Technician who can provide responsive technical support while helping improve service quality, documentation, system reliability, and employee experience.

This is not a traditional help desk role focused only on password resets, device questions, or routine troubleshooting. The IT Support Technician will serve as a trusted technology support partner responsible for resolving technical issues, supporting user access, maintaining devices, assisting with software and application needs, documenting solutions, escalating complex problems, and helping the organization operate with stronger IT service discipline.

The selected candidate will work closely with IT Operations, Security, Infrastructure, Enterprise Applications, HR, Finance, Procurement, Engineering, Customer Support, vendors, and business stakeholders to ensure employees receive timely, professional, and accurate technology support. This role will support both daily IT needs and broader improvements to support processes, knowledge resources, onboarding readiness, and remote workforce technology experience.

This is a strong opportunity for a technical professional who wants to support modern enterprise systems, strengthen troubleshooting capability, work with cloud and endpoint tools, partner with security teams, and help build a more reliable IT support function for a growing remote-first organization.

Your Role at the Company

As IT Support Technician, you will provide frontline and escalation-level technical support for employees, systems, devices, applications, access requests, collaboration tools, and internal technology workflows.

You will be responsible for troubleshooting hardware and software issues, resolving service requests, supporting onboarding and offboarding, managing user access tasks, documenting solutions, assisting with device configuration, and ensuring employees can work securely and effectively.

You will serve as a trusted technical support partner to employees and business teams while maintaining accountability for response quality, resolution accuracy, documentation, service professionalism, and timely follow-through.

The ideal candidate combines technical troubleshooting skills, service orientation, security awareness, strong communication, attention to detail, and the ability to manage multiple support priorities in a fast-paced remote environment.

What You’ll Do

Provide technical support for employees across laptops, desktops, mobile devices, operating systems, collaboration tools, cloud applications, network connectivity, VPN, printers, peripherals, and internal business systems.

Respond to IT tickets, service requests, access issues, troubleshooting needs, application questions, device problems, and employee technology concerns in a timely and professional manner.

Support systems such as Microsoft 365, Google Workspace, Okta, Azure AD, Slack, Zoom, Teams, Jira, ServiceNow, Zendesk, Jamf, Intune, endpoint security tools, VPN tools, CRM systems, HR systems, and finance platforms where applicable.

Assist with user onboarding, offboarding, role changes, device provisioning, account setup, access updates, group membership, license assignments, and employee technology readiness.

Troubleshoot software, hardware, network, login, collaboration, email, endpoint, security, and application issues using structured investigation and clear documentation.

Partner with Security teams to support MFA, SSO, endpoint compliance, patching, security awareness, access verification, vulnerability remediation, and incident documentation.

Support device lifecycle management, including setup, imaging or configuration, shipping coordination, inventory updates, software installation, recovery, repair coordination, and equipment return processes.

Maintain accurate ticket records, troubleshooting notes, resolution steps, asset records, access changes, knowledge base updates, and process documentation.

Escalate complex issues to IT Operations, Infrastructure, Security, Enterprise Applications, vendors, or engineering teams with clear context and supporting details.

Support IT service management processes, including ticket prioritization, SLA tracking, queue management, escalation follow-up, root cause notes, and recurring issue identification.

Assist with application administration tasks, including basic configuration support, user support, permission reviews, data validation, and workflow troubleshooting.

Partner with HR and People Operations to ensure remote employee onboarding, offboarding, equipment readiness, and access setup are completed accurately and on time.

Identify recurring support issues, unclear documentation, manual tasks, training gaps, system friction, and opportunities for support process improvement.

Help maintain IT knowledge resources, including troubleshooting guides, employee self-service articles, system FAQs, onboarding instructions, and internal runbooks.

What You’ll Bring

4+ years of experience in IT support, help desk support, desktop support, technical support, systems support, endpoint support, service desk operations, or business technology support.

Experience working within enterprise SaaS, AI-enabled technology, cloud platforms, cybersecurity, healthcare technology, financial services, professional services, consulting, or large remote-first organizations preferred.

Strong understanding of Windows, macOS, mobile devices, collaboration tools, identity systems, endpoint management, SaaS applications, IT service management, and remote support practices.

Hands-on experience with tools such as Microsoft 365, Google Workspace, Okta, Azure AD, Intune, Jamf, Slack, Zoom, Teams, ServiceNow, Jira Service Management, Zendesk, CrowdStrike, Zscaler, Salesforce, Workday, NetSuite, or similar platforms.

Experience supporting user accounts, access permissions, device configuration, software deployment, endpoint troubleshooting, ticket resolution, remote support, and employee onboarding.

Familiarity with cybersecurity basics, MFA, SSO, role-based access, least privilege, endpoint compliance, password management, phishing awareness, and secure remote work practices.

Experience creating knowledge base articles, troubleshooting documentation, support procedures, ticket notes, process checklists, and user guides.

Basic scripting, automation, or workflow experience using PowerShell, Bash, Python, Google Apps Script, device management tools, or IT automation platforms preferred.

Strong troubleshooting ability with experience diagnosing technical issues, asking clear questions, researching root causes, and implementing practical resolutions.

Ability to work with IT Operations, Security, Infrastructure, Enterprise Applications, HR, Finance, Procurement, Engineering, Customer Support, vendors, and business stakeholders.

Excellent communication, documentation, service orientation, patience, attention to detail, organization, and follow-through skills.

Associate degree or bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, Engineering, Business Technology, or a related field preferred.

Professional certifications such as CompTIA A+, Network+, Security+, ITIL, Microsoft, Google Workspace, Okta, Jamf, AWS, Azure, or similar credentials preferred.

Benefits

Competitive compensation package.

Comprehensive medical, dental, and vision healthcare coverage.

Flexible remote-first work environment.

Performance bonus eligibility.

IT service quality and support performance incentive opportunities.

Long-term incentive opportunities where applicable.

Retirement savings plan with company contribution.

Professional development and continuing education reimbursement.

Support for IT certifications, cloud training, cybersecurity education, endpoint management, service desk excellence, and systems support development.

Wellness and mental health support programs.

Paid time off and company holidays.

Opportunity to work on enterprise-level IT support, digital workplace, cloud systems, endpoint management, and service operations improvement initiatives.

Access to modern ITSM, identity, endpoint, cloud, collaboration, security, remote support, automation, and enterprise application platforms.

Personal Capabilities and Qualifications

Technically capable IT support professional with strong ownership of service quality, troubleshooting accuracy, and employee experience.

Service-oriented and patient, with the ability to support employees professionally across different technical skill levels.

Security-aware and disciplined, with the ability to follow secure support practices, verify access needs, protect information, and support compliance expectations.

Highly organized and detail-oriented, with the ability to manage tickets, devices, access requests, documentation, deadlines, and follow-up actions accurately.

Strong troubleshooting mindset with the ability to investigate issues, identify root causes, test solutions, and resolve problems efficiently.

Clear communicator who can explain technical issues, resolution steps, timelines, and next actions to both technical and non-technical users.

Process improvement-oriented with the ability to identify recurring issues, improve knowledge articles, reduce manual work, and strengthen support workflows.

Collaborative and able to work effectively with IT, Security, HR, Finance, Procurement, Engineering, Customer Support, vendors, and business teams.

Calm and focused under pressure, especially during urgent employee issues, system disruptions, onboarding deadlines, access problems, or security-sensitive support situations.

High integrity and discretion when handling employee information, system access, device records, security-sensitive data, vendor details, business applications, and internal documentation.

Strategic Support

Support IT leadership with reliable technical support, ticket resolution, endpoint readiness, access workflows, and digital workplace service quality.

Help improve employee productivity by resolving technical issues quickly, documenting solutions, and reducing recurring support friction.

Support secure growth by strengthening onboarding and offboarding workflows, access controls, endpoint compliance, support documentation, and security partnership.

Improve IT scalability through better knowledge base content, automation opportunities, standard operating procedures, ticket trend feedback, and support process maturity.

Support remote workforce operations by ensuring employees have the tools, access, devices, and guidance needed to work effectively from anywhere in the United States.

Contribute to IT service management maturity through ticket accuracy, escalation discipline, SLA awareness, root cause notes, and service improvement recommendations.

Partner with Security teams on access verification, endpoint visibility, incident support, phishing response, vulnerability remediation, and user security guidance.

Partner with HR and People Operations on employee lifecycle technology support, equipment readiness, device returns, and remote onboarding experience.

Support business continuity by maintaining responsive support routines, accurate documentation, clear escalation paths, and reliable technology assistance.

Contribute to enterprise technology transformation by supporting modern tools, improving adoption, assisting with system rollouts, and helping employees use digital platforms effectively.

Working Conditions

Remote-first IT support and technology operations role.

Periodic travel may be required for team offsites, technology workshops, training sessions, company gatherings, device logistics events, or strategic IT reviews.

High-visibility support role connected to employee productivity, technology reliability, secure access, and digital workplace quality.

Fast-paced environment focused on service responsiveness, system reliability, cybersecurity readiness, employee experience, and operational excellence.

Regular collaboration with IT Operations, Security, Infrastructure, Enterprise Applications, HR, Finance, Procurement, Engineering, Customer Support, vendors, and business stakeholders.

Opportunity to influence support quality, remote workforce readiness, endpoint reliability, documentation maturity, and IT service delivery.

Requires flexibility during onboarding surges, urgent employee support needs, access issues, system incidents, software rollouts, maintenance windows, security events, and reporting deadlines.

Role requires handling confidential employee information, access records, device inventory, business application data, security-sensitive information, vendor details, and internal technical documentation with discretion.

Job Function

IT Support.

Technical Support.

Help Desk Support.

Service Desk Operations.

Desktop Support.

Endpoint Support.

User Access Support.

Digital Workplace Support.

Enterprise Application Support.

Remote Employee Technology Support.

Ticket Management.

Troubleshooting and Incident Support.

Device Lifecycle Support.

IT Service Management.

Security Support Coordination.

Compensation & Benefits

Compensation Package: $300,000 – $390,000

Base Salary: $300,000 – $390,000.

Annual Performance Bonus.

IT Support Performance Incentives.

Service Quality and Resolution Incentives.

Long-Term Incentive Eligibility where applicable.

Additional benefits may include:

• Comprehensive healthcare coverage.

• Retirement savings plan with company contribution.

• Wellness and mental health programs.

• Professional education assistance.

• Flexible remote work environment.

• Paid time off and company holidays.

• Certification support for CompTIA, Microsoft, Google Workspace, Okta, ITIL, cybersecurity, cloud platforms, endpoint management, and IT support excellence.

• Access to modern ITSM, identity, endpoint, cloud, collaboration, remote support, security, automation, and enterprise application platforms.

Equal Opportunity Statement

We are committed to fostering a workplace where innovation, diversity, and inclusion drive meaningful business outcomes. We provide equal employment opportunities to all applicants and employees regardless of race, religion, gender, age, disability, veteran status, sexual orientation, or any other protected characteristic under applicable law.

Why Join Us

Support a high-impact enterprise technology environment with strong visibility across IT, security, business operations, and employee experience.

Help employees work effectively by providing reliable technical support, secure access assistance, and responsive troubleshooting.

Work with modern cloud, identity, endpoint, collaboration, service desk, automation, and cybersecurity platforms.

Partner with IT and security teams to improve support quality, endpoint readiness, access governance, and remote workforce productivity.

Contribute to digital workplace modernization, IT service maturity, employee technology experience, and enterprise technology transformation.

Join an organization investing heavily in AI-enabled workflows, cloud infrastructure, cybersecurity readiness, endpoint management, automation, and scalable IT operations.

Build a strong technical career platform by turning IT support, troubleshooting, secure access, and employee service into measurable business value.