IT Support Technician

Strategic Resources, Inc. (SRI) is an international, ISO 9001/20000/27001 Certified, CMMI Level 3 Rated full-service provider with more than 37 years of experience in the Federal, Military, and Commercial Marketplaces. SRI is seeking a customer-oriented IT Support Technician to provide technical support and ensure the efficient operation of IT systems and services in support of organizational and client mission requirements.

Overview: Responsible for providing end-user technical support, maintaining IT systems and services, and ensuring compliance with organizational IT policies and standards. The IT Support Technician will support daily operations including troubleshooting hardware/software issues, managing user accounts, administering Microsoft 365 services, and maintaining system integrity through patching and monitoring activities.

Tasks and Responsibilities:

• Respond to and resolve trouble tickets in a timely and professional manner, ensuring high levels of customer satisfaction.
• Provide technical support for desktops, laptops, mobile devices, printers, and related peripherals.
• Perform user account administration, including account creation, modification, password resets, and access control.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
• Perform system patch management to ensure operating systems and applications are up-to-date and secure.
• Monitor and verify completion and integrity of daily system backups; escalate and remediate failed backups as needed.
• Maintain hardware and software inventory, including asset tracking, lifecycle management, and documentation.
• Install, configure, and troubleshoot software and hardware components.
• Assist with onboarding and offboarding processes, including system access and equipment provisioning.
• Document technical procedures, solutions, and knowledge base articles.
• Monitor system performance and escalate issues to senior IT staff when necessary.
• Ensure compliance with cybersecurity policies, procedures, and best practices.
• Provide basic network troubleshooting, including connectivity and access issues.
• Support IT projects, upgrades, and deployments as assigned.
• Perform routine maintenance of IT systems and equipment.
• Provide user training and guidance on IT systems and applications., Work schedule: Hour of operation vary by location, but most locations are open from 7:30 am to 4:00 pm local time, Monday through Friday.

Do you have experience in Ticketing system technical support?, * At least one (1) year of experience in IT support, help desk, or a related technical role.

• Strong customer service and communication skills.
• Experience with Microsoft 365 administration and support.
• Familiarity with ticketing systems and IT service management (ITSM) practices.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Experience with Windows operating systems and standard desktop applications.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Strong problem-solving and troubleshooting skills.
• Must be able to obtain and maintain a favorable background investigation.
• Must be a U.S. Citizen.
• Proficient in English, both written and oral.
• Experience with asset management tools and inventory tracking systems preferred.
• IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

4.44.4 out of 5 stars Vienna, VA 22182 Remote $45,000 - $55,000 a year - Full-time