Systems Technician

Jobtailor

New Mexico

On-site

USD 42,000 - 65,000

Full time

3 days ago

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Job summary

Jobtailor is seeking an entry-level IT Support professional in the United States (New Mexico) to join a managed services environment. You will handle front-line troubleshooting and client communications, provisioning Microsoft 365 services, and basic network problem resolution.

This role emphasizes service quality, documentation, and customer-focused support. Ideal candidates have 1–3 years in IT support, relevant certifications, and a collaborative mindset.

Qualifications

Associate degree in Computer Science, Information Technology, or related field preferred (or equivalent experience).
Valid driver's license.
Entry-level certifications preferred, including CompTIA A+, Google IT Support Professional Certificate, Microsoft Fundamentals certifications, and CompTIA Network+.
1-3 years of experience in technical support, help desk, desktop support, call center technical support, field support, or related IT support roles.

Responsibilities

Work assigned tickets in order of SLA.
Serve as the first point of contact for client support requests received through phone, email, and client portal.
Answer inbound support calls, create service tickets, and document, categorize, and prioritize requests.
Troubleshoot and resolve frontline technical issues involving computers, printers, Microsoft 365, Windows applications, mobile devices, and connectivity.
Escalate advanced or unresolved issues to Systems Administrators or Systems Engineers.
Document technical work for accurate client billing and ongoing support.
Communicate ticket status, troubleshooting steps, next steps, and resolutions to clients.
Collaborate with Systems Administrators, Systems Engineers, and other technical team members.

Skills

Troubleshooting

Windows Administration

Basic Networking

Microsoft 365 Applications

Active Directory Administration

Endpoint Management

Remote Support

Service Ticket Management

Cloud Concepts

Cybersecurity Best Practices

AI Productivity Tools

Education

Associate degree in IT related field

Tools

ConnectWise

Intune

Microsoft Copilot

Chat GPT Enterprise

WatchGuard

Meraki

Job description

Work assigned tickets in order of SLA
Serve as the first point of contact for client support requests received through phone, email, and client portal
Answer inbound support calls, create service tickets, and document, categorize, and prioritize requests
Troubleshoot and resolve frontline technical issues involving computers, printers, Microsoft 365, Windows applications, mobile devices, and connectivity
Escalate advanced or unresolved issues to Systems Administrators or Systems Engineers
Document technical work for accurate client billing and ongoing support
Communicate ticket status, troubleshooting steps, next steps, and resolutions to clients
Collaborate with Systems Administrators, Systems Engineers, and other technical team members
Participate in team meetings, training, documentation, and knowledge-sharing activities
Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint
Troubleshoot workstation, printer, wireless network, VPN, and basic network service connectivity issues
Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
Follow IT service management processes and Standard Operating Procedures
Maintain documentation and contribute to knowledge base articles and SOP updates
Pursue continuous learning, training, coaching, and certification pathways
Use approved AI solutions responsibly to improve learning, troubleshooting, documentation, and customer outcomes
Develop foundational technical knowledge for potential progression into Systems Administrator responsibilities

Requirements

Associate degree in Computer Science, Information Technology, or related field preferred (or equivalent experience)
Valid driver's license
Entry-level certifications preferred, including CompTIA A+, Google IT Support Professional Certificate, Microsoft Fundamentals certifications, and CompTIA Network+
1-3 years of experience in technical support, help desk, desktop support, call center technical support, field support, or related IT support roles
Experience supporting Microsoft operating systems, Microsoft 365 applications, basic networking issues, and end-user technology
Experience delivering customer-facing support with professionalism, communication, and service quality
Experience in a Managed Services Provider, consulting, or multi-client IT support environment preferred
Administration and troubleshooting of Windows workstation environments
Basic Microsoft 365 administration and end-user support
Basic Active Directory and Microsoft Entra ID user administration
Basic understanding of Azure cloud concepts and Microsoft cloud services
Basic networking fundamentals including TCP/IP, DNS, DHCP, VPNs, wireless connectivity, and general connectivity troubleshooting
Experience using ticketing systems and remote support tools, including ConnectWise or similar platforms
Familiarity with endpoint management and remote monitoring tools, including Intune, ConnectWise Automate, or similar technologies
Familiarity with firewall, wireless, and network support tools, including WatchGuard, Meraki, or similar technologies
Working knowledge of hardware, printers, mobile devices, peripherals, and workstation deployment
Working knowledge of cybersecurity best practices, user security awareness, data privacy, and appropriate handling of client information
Working knowledge of AI-assisted productivity and support tools, including Microsoft Copilot, Chat GPT Enterprise, and other approved generative AI solutions
Ability to leverage AI tools responsibly to improve troubleshooting efficiency, documentation quality, and customer support outcomes

Core Competencies

Demonstrates foundational technical knowledge in IT support, including troubleshooting of Microsoft 365 applications, Windows environments, and basic networking. Proficient in customer service communication and documentation practices to enhance client support outcomes.

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