Remote IT Support Technician (Tier 1 Helpdesk)

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

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