IT Support Technician

Air Comfort, Inc; West Palm Beach, Northern (FL, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Air Comfort, Inc is seeking an IT Support Technician. As the first point of contact with clients, you set the tone of communication and establish the working relationship, ensuring smooth incident handling.

Responsibilities include taking requests, creating and managing problem tickets, performing onsite work, troubleshooting hardware and software, and escalating when needed. The role emphasizes reliability, documentation, and SLA adherence.

Qualifications

• 2-4 years of IT support experience (MSP preferred).
• Strong written and verbal communication.
• Ability to follow written instructions and document work.
• Basic IT certifications welcomed but not required.

Responsibilities

• Maintain excellent communication with clients and build relationships.
• Take client requests and create tickets.
• Resolve or escalate to Service Desk Team Lead as needed.
• Perform onsite work as scheduled.
• Troubleshoot hardware and software with diagnostics and document resolutions.
• Ensure desktop applications and equipment issues are resolved promptly.
• Maintain accurate ticket time entries.
• Follow MHD documentation guidelines and update documentation.
• Follow procedures for client system changes.
• Submit timesheets on time.

Skills

Windows 10

Microsoft Office

Active Directory

Networking

Printers

VOIP

Scripting

IT Ops

Security

Disaster recovery

Tools

VMware

Job description

Reports To

The IT Support Technician will report to the Service Desk Team Lead.

Job Overview

The IT Support Technician role is the foundation of MHD IT support. As the first point of contact with clients, this role sets the tone of communication with the clients, establishes, and maintains the working relationship.

Goals

• Meet or exceed SLA times for support work.
• Maintain 90%-time utilization rate.
• Learn new systems, technologies, and/or procedures to grow in the role, or beyond the role.

Responsibilities and Duties

• Always maintain excellent communication and relationships with clients.
• Take client requests as they come in.
• Create problem tickets and resolve or elevate to Service Desk Team Lead as necessary.
• Work problem tickets as scheduled/assigned, elevate as necessary.
• Perform onsite work as scheduled/assigned.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
• Make sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.
• Maintain ticket time entries as work is being done.
• Maintain or supplement documentation within MHD documentation guidelines.
• Follow documented procedures for client system changes.
• Submit timesheets at or before the specified time.

Qualifications

This role requires 2-4 years of IT support experience (MSP experience preferred).

• Technical skills include knowledge of Microsoft Windows 10 operating system, use and support of Microsoft Office applications, support of common business applications, user account creation and maintenance in Active Directory / Microsoft 365, ability to follow written instructions, general understanding of networking (wired and wireless), general understanding of printers, and general understanding of VOIP telephone systems.
• An IT Support Technician is a good communicator (both written and oral), is a critical thinker, is detail-oriented, enjoys serving others, and is eager to learn.
• Working knowledge of virtualization, VMWare, or equivalent.
• Strong knowledge of systems and networking software, hardware, and networking protocols.
• Experience with scripting and automation tools.
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols.
• Certifications are not required. However, basic certifications from such organizations as CompTIA (ITF+, A+, Network+), Cisco (CCT, CCNA), and Microsoft (MS365 Fundamentals, MTA) will be welcomed accordingly.