Senior IT Support Technician — Hybrid (Remote + Winchester)

Vertilocity; Virginia (IL); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Annual bonus

Open PTO policy

Flexible work environment

401(k) match

Medical, dental, and vision insurance

Company paid life insurance

9 paid holidays

Annual performance reviews

Referral bonuses

Job summary

Vertilocity is seeking a Senior Support Technician to manage incidents with strong problem-solving and broad technology knowledge. You will communicate clearly, stay customer-oriented, and help achieve high first-call resolution on a dynamic service desk.

The role offers career growth and exposure to diverse client environments. The position requires 3+ years in technical support, Office 365 expertise, and familiarity with RMM/PSA tools.

Qualifications

• 3+ years of technical experience preferred.
• Professional IT certifications preferred.
• Previous customer support or service experience.
• Knowledge of computer and networking fundamentals.
• Experience with basic Microsoft Products.
• Experience with Office 365 products, services and management.
• Experience with RMM and PSA tools; ConnectWise Manage, Automate preferred.
• Microsoft MCSA Certification.
• Datto, Fortinet certifications a plus.

Responsibilities

• Senior Support on the Service Desk requires solid all-around technology skills in desktops, servers, networking, backup and DR.
• Projects may be assigned based on assessment by supervisors or managers.
• Manage support incidents via phone, email, or customer portal.
• Monitor and respond to system alerts and notifications.
• Support Microsoft core business applications and operating systems.
• Assist with disaster recovery solutions and configuration of workstations.
• Configure users in a Microsoft Domain Environment and manage network connectivity basics.
• Support remote access solutions: VPN, Remote Desktop Services, Azure Virtual Desktops.
• Document changes and maintain SOPs; communicate with clients on incident progress.

Job description

Vertilocity is seeking a Senior Support Technician to manage incidents with strong problem-solving and broad technology knowledge. You will communicate clearly, stay customer-oriented, and help achieve high first-call resolution on a dynamic service desk.

The role offers career growth and exposure to diverse client environments. The position requires 3+ years in technical support, Office 365 expertise, and familiarity with RMM/PSA tools.