IT Support Technician

IronEdge Group, LTD; Santa Fe (NM); Remote; USD 39,000 - 45,000; Full time

Benefits offered by this job

Medical, Dental, and Life Insurance

Vision Insurance

AD&D Insurance

Disability Insurance

Health Savings Account

Flexible Time Off

401k Matching

Job summary

IronEdge Group, LTD is seeking an IT Support Technician for a remote role open to applicants in TX, NM, AZ, CO or KS. You will provide front-line support to end users, troubleshoot servers and networks, resolve software and peripheral issues, and dispatch to client sites as needed.

This role requires strong customer service, problem-solving, multitasking and attention to detail. You will work independently and with the team to resolve tickets to company standards while developing new technical

Qualifications

• Minimum 1 year experience in a Tier 1 IT support role.
• Experience creating and utilizing written technical documentation.
• Serve as an advanced problem solver with creative solutions and a focus on long-term stability.
• Experience in ticketing and remote access systems.
• Communicating effectively with co-workers cross functionally via Microsoft Teams.
• Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism.
• All positions require the successful completion of a criminal background check, and further background checks if the position involves access to sensitive information or secure facilities.
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.

Responsibilities

• Provide front-line IT support to end users, troubleshoot servers and network systems, resolve software and peripheral issues, and dispatch to client sites as needed.
• Elevate complex issues to senior staff and communicate professionally with users at all levels.
• Train end users or new team members when appropriate and complete tickets to company standards.
• Solve problems independently and collaboratively to continually build new technical skills.

Skills

Customer service

Troubleshooting

Ticketing systems

Remote access

Microsoft Teams communication

Technical documentation

CJIS awareness

Education

CompTIA certifications

Microsoft certifications

Tools

Ticketing systems

Remote access tools

Job description

IT Support Technician

(This is a remote position open to applicants residing in TX, NM, AZ, CO or KS)

Job Description

Support Technicians provide front-line technical support to end users, troubleshoot servers and network systems, resolve software and peripheral issues, and dispatch to client sites as needed. They elevate complex issues to senior staff, communicate professionally with users at all levels, including executive contacts, and may occasionally train end users or new team members. This role requires strong customer service, decision-making, troubleshooting, multitasking, planning, and attention to detail. Support Technicians work independently and collaboratively to solve problems, complete tickets to company standards, and continually build new technical skills.

Requirements

• Minimum of 1 year experience in a Tier 1 IT support role
• Experience with creation and utilization of written technical documentation
• Serve as an advanced problem solver with creative solutions and a focus on long-term stability
• Experience in ticketing and remote access systems
• Communicating effectively with co-workers cross functionally via Microsoft Teams
• Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism
• All positions require the successful completion of a criminal background check, and further background checks if the position involves access to sensitive information or secure facilities.
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, and Open Arrest for any Criminal Offense, and Family Violence Convictions.
• Not required, but these skills/competencies are a plus: Managed Services Provider (MSP) experience
• Background in the customer service industry
• Applicable certifications from CompTIA, Microsoft

Get to the EDGE, where Everyone Deserves Great Experiences! IronEdge is the premier IT solutions provider for small-to-medium sized businesses. We love what we do, and our team loves working together to eliminate the frustration companies face with technology. As a service-centric company with a culture that always puts people first, IronEdge is dedicated to providing a fun, fulfilling and inclusive environment where teammates can excel in their specialized roles. Our company's core values are built upon the strong foundation of teamwork, continuous learning, integrity, courage and ownership, guiding everything we do at IronEdge. With a great team comes great achievements and we're proud to share that IronEdge has been recognized as a Great Place to Work® Certified™ company. Our award-winning team is honored to be recognized among the tech industry's leading MSPs and named to esteemed lists such as the CRN MSP 500 and Channel Futures MSP 501 year after year.

Benefits

• IEG pays a portion of employee premiums for Medical, Dental, and Life Insurance
• Vision Insurance
• AD&D Insurance
• Short-Term and Long-Term Disability Insurance
• Flexible Spending Account and Health Savings Account
• Flexible Time Off plus Holidays
• Matching 401k
• At IEG, everyone deserves great experiences!

Salary Range

$39,000 to $44,999 (Nonexempt)