IT Support Technician

Vodafone; Glen Allen (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in the telecommunications sector seeks a Support Technician to provide exceptional technical support for Windows-based devices. Candidates should have 1-3 years of technical support experience, a thorough understanding of Microsoft Intune, and strong interpersonal skills. This role offers a competitive salary and comprehensive benefits, fostering an inclusive and diverse work environment.

Benefits

Comprehensive benefits package

401(k) with match

International and diverse work environment

Qualifications

• 1-3 years of experience in IT support and security.
• Proven experience troubleshooting Windows OS and Microsoft Intune.
• Basic knowledge of cybersecurity principles and endpoint protection.

Responsibilities

• Provide Tier 1 technical support for Windows OS environments and endpoint devices.
• Diagnose and troubleshoot basic software and hardware issues.
• Monitor and remediate device security vulnerabilities through Intune.

Skills

Technical support

Troubleshooting

Analytical skills

Customer service

Communication

Education

High School Diploma or Equivalent

Tools

Microsoft Intune

Active Directory

Windows 10

Office 365

Job description

About the Role:

We are seeking a proactive and skilled Support Technician who will be responsible for providing exceptional support related to Windows-based endpoint devices, security practices, and Microsoft Intune deployment. The ideal candidate should possess basic troubleshooting skills, a fundamental understanding of cybersecurity practices and remediation steps, ability to work directly with end users, and good adherence to SLA commitments.

What You'll Do:

Technical Support & Troubleshooting:

• Provide Tier 1 technical support for Windows OS environments, endpoint devices, and security issues.
• Diagnose and troubleshoot basic software and hardware issues on Windows workstations and laptops.
• Utilize remote support tools effectively to resolve user incidents promptly and efficiently.
• Support additional peripherals in the US office including printers, telecommunications, and other devices as needed.

Microsoft Intune & Endpoint Management:

• Perform device enrollment and resolve compliance issues using Microsoft Intune.
• Escalate Intune management configuration issues to Tier 2 support as needed.
• Proactively monitor and remediate device security vulnerabilities identified through Intune dashboards and reports.

Security & Compliance:

• Ensure devices and applications meet organizational cybersecurity policies and compliance standards.
• Collaborate with the security team to enforce endpoint security measures, manage threat protection, and respond to security incidents.
• Follow-up with users to resolve issues and questions regarding cybersecurity findings.

SLA Management & Documentation:

• Adhere strictly to established SLAs, ensuring timely resolution and clear communication with end-users.
• Maintain accurate documentation, incident tracking, and knowledge base articles to enhance service quality.

Training & Knowledge Sharing:

• Educate end-users on cybersecurity best practices and corporate policies for secure device usage.

What You'll Need:

Education & Experience

• High School Diploma or Equivalent
• 1-3 years of experience in technical support, particularly within IT endpoint support and security domains.
• Proven experience troubleshooting Windows OS (Windows 10/11), Microsoft Intune, and related technologies.

Preferred Technical Skills

• Basic knowledge of cybersecurity principles, endpoint protection, antivirus software, and security patching processes.
• Basic experience with Microsoft Intune for Mobile Device Management (MDM), Mobile Application Management (MAM)
• Hands-on experience with Active Directory (AD), Azure AD, Exchange Online, Office 365 applications.
• Experience troubleshooting printers and other office peripherals.

Soft Skills & Abilities

• Basic analytical and problem-solving skills.
• Strong verbal and written communication abilities.
• Ability to manage multiple tasks simultaneously and work efficiently under pressure.
• Strong customer service mindset with a patient and empathetic ability to work with non-technical users.

Certifications (Preferred but not mandatory):

• CompTIA A+
• Microsoft certifications (MD-100, MD-101, SC-200).

What You'll Get:

• A competitive pay rate and a Comprehensive benefits package including medical, dental, vision, 401(k) with match, and more.
• An international and diverse work environment.
• Opportunity to begin making immediate contributions to the organization.

The retail industry continues to see unprecedented dynamics associated with the pivot to a true omni-channel shopping experience. Informed retailers are succeeding, and RD Holdings companies (Intrics & RetailData) are providing the consultation and critical data services to define, monitor and react to their ever-changing customer preferences and competitor advances. Every day retailers are making million-dollar decisions based on the insights we are providing. Combined, the companies have a 30+ year track-record providing retail data and intelligent solutions for virtually every major North American retailer.