Remote & Onsite IT Support Specialist

Socket.dev; Iron Mountain (MI); On-site; USD 40,000 - 56,000; Full time

Job summary

Guide Star’s IT Support Technician role supports customers by managing device setup, software rollout, and troubleshooting hardware to ensure security standards are met. You will handle remote and on-site helpdesk tasks, document procedures, and participate in SCRUM for project-based work.

The position emphasizes customer service, cross-functional collaboration, and ongoing education to maintain high satisfaction and strong cybersecurity support for client devices.

Qualifications

• 1-2+ years of IT Helpdesk or equivalent experience.
• Associate or bachelor’s degree in IT or Computer Science preferred.
• Experience utilizing and troubleshooting Microsoft Office desktop and Microsoft 365 web-based applications.
• Must have experience with MS Windows Desktop and Server environments.
• Knowledge of security applications such as data backup, malware protection, VPN applications, and host-based firewalls.
• Experience troubleshooting and maintaining standard office applications, printers, and other basic office automation issues.
• Experience with data backup solutions and software.
• Ability to research and learn about unfamiliar hardware, applications, or platforms to provide service and support for customer needs.
• Must have excellent customer service skills and the ability to exercise judgment, initiative, and tact in dealing with executives, department/branch supervisors, staff, and outside vendors and maintain a high satisfaction rate.

Responsibilities

• Provide remote/onsite helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the Guide Star helpdesk, ensuring Service Level Agreements are met.
• Monitor service desk for tickets assigned to the queue, triage, and process first-in first-out based on priority.
• Utilize and understand customer security applications ensuring strong cybersecurity support for all customer devices.
• Document internal procedures and processes.
• Assist with the onboarding of new customers and employees.
• Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.
• Maintain inventory and monitor health of managed equipment and software, with remote management software.
• Manage software deployment for customers using the best practices and/or customer standards.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Perform timely workstation hardware and software upgrades as required.
• Participate in SCRUM project planning for project-based support.
• Build on your personal knowledge base through continued education and training.
• Ensure confidentiality of company and customer information.
• Perform other duties as assigned by the management.

Skills

IT helpdesk

Windows OS

Microsoft 365

Customer service

Communication skills

Education

Associate or Bachelor's in IT/CS

Tools

MS Windows

Microsoft 365

VPN

Firewall

Backup software

Job description

Guide Star’s IT Support Technician role supports customers by managing device setup, software rollout, and troubleshooting hardware to ensure security standards are met. You will handle remote and on-site helpdesk tasks, document procedures, and participate in SCRUM for project-based work.

The position emphasizes customer service, cross-functional collaboration, and ongoing education to maintain high satisfaction and strong cybersecurity support for client devices.