Information Technology Support Technician

BlackHawk Data, LLC (12029); New York (NY); Hybrid; USD 50,000 - 90,000; Full time

Job summary

An innovative IT solutions provider is seeking a dedicated Information Technology Support Technician to join their team. In this role, you'll provide exceptional operational support for users, manage network systems, and troubleshoot hardware and software issues. You'll be part of a collaborative culture that values learning and innovation, with opportunities for career development and advancement. This position offers a blend of onsite and remote work, allowing you to leverage your technical skills in a dynamic environment. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Competitive base salary

Comprehensive health insurance

Dental insurance

Vision insurance

401(k) plan

Remote flexibility

Career development opportunities

Collaborative culture

Qualifications

• Strong customer service skills required for diverse user interactions.
• Experience with ITSM tools and ticketing systems for incident logging.

Responsibilities

• Provide operational support for users and technical needs.
• Develop documentation and knowledgebase for internal and customer use.

Skills

Customer Service

ITSM Tools

Software Installation

Hardware/Software Troubleshooting

Networking

Documentation

User Access Management

Tools

Cisco

Fortinet

Aruba

ITSM System

Job description

At BlackHawk Data, we're not just another IT solutions provider—we’re innovators, engineers, and architects of modern technology environments. We design, deploy, and manage secure IT and cloud infrastructures that power mission-critical operations for the public and private sectors. From networking to cybersecurity to managed services, we deliver outcomes—not just infrastructure.

Position Title: Information Technology Support Technician

Location, Hours and Days Onsite Required:

1. Location 1 – 1 person to provide support for office location in Manhattan NYC
2. Location 2 – 1 person to provide support for campus location in Central NJ
3. Days – onsite 3 days (Tue, Wed, Thu) and remote Mon and Fri with the exception of special requests or emergency or break-fix situations
4. Time – standard workday of 8:30-5:30 or modified to fit the optimal onsite time to serve user community, and available to support normal hours, after hours, weekends, and holidays when necessary

Expectations – Highlights Include:

1. Provide highly professional and polished operational support for users, network, systems, cabling, and any other technical needs to support the customer
2. Develop operational knowledgebase and infrastructure documentation both internally and customer-facing
3. Skillset – knowledgeable and capable of providing support for the following technologies:
4. Extremely strong customer service interaction with varied user base
5. Familiarity with ITSM tools and ticketing systems
6. Logging all incidents and requests into the ITSM system
7. Software installations and updates
8. Software error investigation and resolution
9. Experience with hardware/software troubleshooting
10. User access management and password resets
11. Knowledge of user equipment and peripherals (printers, scanners, etc)
12. Networking with Cisco, Fortinet, Aruba, and others in a multi-vendor environment, including network diagnostics, troubleshooting, configuration, management, and operational capability
13. Ability to perform proactive system monitoring
14. Capability to coordinate with vendor support teams
15. Properly escalating unresolved issues to upper level support
16. Coordinating with IT Service Desk for accurate documentation
17. Configuration changes for business critical systems
18. Maintaining physical inventory of connections and equipment in each IDF/MDF
19. Establish documentation and operational protocols
20. Maintain full documentation of all systems and procedures
21. Knowledge base articles for recurring problems

What We Offer:

1. Competitive base salary + uncapped earning potential
2. Comprehensive health, dental, vision, and 401(k)
3. Remote flexibility with tools for virtual selling success
4. Regular coaching, career development, and advancement path into AE or leadership
5. A collaborative culture that celebrates learning, innovation, and high performance
6. The chance to sell cutting-edge solutions that truly impact customers’ operations