IT Technician

CloudHQ LLC; Washington (District of Columbia); On-site; USD 55,000 - 90,000; Full time

Job summary

CloudHQ LLC is seeking an IT Support Specialist who will provide desk-side, phone, remote, and site support for our data center team and staff. You will respond to tickets, deploy devices, and support Windows 11, Microsoft 365, Teams, OneDrive, and security procedures to ensure smooth operations.

This role requires 1-3 years of technical support experience, a Bachelor’s in IT, and strong communication; on-call and occasional after-hours work may be required.

Qualifications

• Bachelor’s Degree in IT preferred.
• 1-3 years of technical support experience.
• Experience with Windows and macOS, Office 365, AD, Remote Desktop.
• Strong communication and customer service orientation.
• Working knowledge of GDPR.

Responsibilities

• Respond to IT support requests through the ticketing process; troubleshoot, resolve, document, and escalate as needed.
• Provide desk-side, phone, and remote support for Windows and macOS computers, mobile devices, printers, and approved business apps.
• Prepare and deploy laptops and equipment for new hires, transfers, replacements, and temp users.
• Support onboarding/offboarding activities, including equipment preparation and asset recovery.

Skills

PC/Mac environments

Active Directory

Microsoft 365

Remote support

Customer service

Networking basics

Education

Bachelor’s Degree – IT

Job description

Description

This role is a pivotal part of ensuring that technology runs smoothly for our CloudHQ team members, third-party vendors and support personnel. You will perform desk-side, phone, remote, and site support for our data center team. Using your strong problem-solving skills, you will identify complex problems and review related information to develop, implement and evaluate solutions.

Principal Duties and Responsibilities

• Respond to IT support requests through the company ticketing process; troubleshoot, resolve, document, and escalates issues as appropriate.
• Provide desk-side, phone, and remote support for Windows and macOS computers, mobile devices, printers, peripherals, and approved business applications.
• Prepare and deploy laptops, monitors, docking stations, mobile devices, and accessories for new hires, transfers, replacements, and temporary users.
• Support employee onboarding and offboarding activities, including equipment preparation, account-access coordination, asset recovery, and checklist completion.
• Install, configure, and support Windows 11, Microsoft 365 applications, Microsoft Teams, OneDrive, Box, and other company-approved software.
• Assist with basic Microsoft 365, Microsoft Entra ID, Intune, and endpoint security tasks under established Corporate IT procedures and access controls.
• Support conference-room technology, including Microsoft Teams Rooms, displays, cameras, microphones, speakers, and room-control panels.
• Maintain accurate hardware, software, mobile devices, and accessory inventory records; perform periodic asset checks and organize IT storage areas.
• Perform routine workstation maintenance, software updates, equipment testing, and replacement coordination.
• Troubleshoot basic wired and wireless connectivity issues and escalates network, security, server, or infrastructure incidents to the appropriate team member or vendor.
• Coordinate with approved vendors for equipment delivery, warranty service, cabling, conference room, and office technology work.
• Create and maintain clear support notes, setup instructions, inventory records, and end-user knowledge articles.
• Follow company security, privacy, acceptable-use, and data-handling requirements; promptly report suspected security incidents.
• Provide backup coverage for Corporate IT team members and assist with office technology projects and special assignments as needed.

Requirements

Education: Bachelor’s Degree – IT, highly preferred

Experience: 1-3 years of technical support experience

Required Knowledge/Skills/Abilities:

• Experience and/or education in computer networking, PC/Mac environments, server support, phone system administration
• Experience with Microsoft Office 365, Active Directory, Remote Desktop support systems
• Strong communication skills with excellent customer service orientation
• Working knowledge of the General Data Protection Regulation (GDPR)
• Ability to prioritize, multi-task, and be self-motivated
• Availability for on-call support and the occasional weekend or after-hours support

Preferred Qualifications:

• Cisco hardware, Exchange, and cloud environments is highly desired