IT Support Technician

As an IT Support Technician, you will delight our clients and provide exceptional support to Apex clients' end-users. Using industry-standard tools and best-practice troubleshooting techniques, you will work alongside Level 2 and Level 3 Network Engineers to resolve trouble tickets efficiently.

Additionally, you will be responsible for monitoring and maintaining client networks to ensure availability, reliability, and performance. IT Support Technicians are expected to maintain accurate case documentation, provide regular client communication, and ensure prompt issue resolution.

This role also includes on-site client visits for support assignments and projects, along with participation in the engineering on-call rotation, typically after 6-9 months of full-time employment.

• Associate's degree in Computer Science or a related field.
• Bachelor's degree in MIS or Computer Science is a plus.
• Equivalent work experience may be considered., * Ability to multitask and prioritize client support requests.
• Strong organizational and documentation skills.
• Excellent communication skills-able to interact with clients clearly and professionally via phone, email, and in person.
• Ability to remotely diagnose and troubleshoot client issues efficiently.
• Work effectively as part of a high-functioning, collaborative team to resolve client issues within defined service levels.
• Ability to read, interpret, update, and work with technical documentation, including topology/riser diagrams (Microsoft Visio experience preferred).
• Strong problem-solving and troubleshooting skills.
• Ability to research solutions quickly using search engines and technical resources.
• Proactively identify potential IT issues and respond using monitoring tools.
• Fundamental knowledge of networking concepts.
• Passion for learning new technologies and solutions independently.

Desired Skills & Experience

1-2 years of hands-on experience supporting the following technologies:

Operating Systems & Imaging

• Windows, macOS, and Chrome OS
• Workstation imaging via Windows Deployment Services, MDT, or Autopilot

Infrastructure & Security

• Windows Server roles and features
• Virtualization: VMware ESXi or Microsoft Hyper-V
• Multi-Factor Authentication (MFA) platforms: Microsoft Authenticator, Google Authenticator, Duo, or Okta
• Endpoint security: SentinelOne, Huntress, CrowdStrike, or Carbon Black
• Backup solutions: Veeam, MSP360, Coveware, ShadowProtect, Azure Backup, or Datto

Scripting & Automation

• PowerShell, Batch, Bash, or Python

Endpoint Management & MDM

• Remote Monitoring & Management (RMM) tools: ConnectWise Command, Kaseya, or Microsoft System Center
• Mobile Device Management (MDM) solutions: Intune, Jamf, Kandji

Networking & Collaboration

• Network printers and business electronics
• Wired & Wireless Networking: Fortinet, Aruba Networks, or Cisco Meraki
• Cloud computing: AWS, Microsoft Azure, or Google Cloud Platform
• Cloud collaboration: Microsoft 365 or Google Workspace
• Video conferencing platforms: Teams, Zoom, Webex, or GoToMeeting

Technical Certifications Preferred

• HPE, Aruba Networks, Microsoft, Dell, Cisco, Palo Alto, Fortinet, SonicWall, Security+, or Network+, * IT help desk: 1 year (Required)

Pulled from the full job description

• On-the-job training
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k) with company matching
• Health, dental, and vision insurance
• Health savings account (HSA)
• Paid time off (PTO)

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Established in 1998, Apex Technology Group is headquartered in Cranston, RI, with additional offices in Connecticut and Massachusetts. Our IT engineers hold certifications from Microsoft, Cisco, Aruba, Dell, Apple, HP, Google, Palo Alto, Barracuda, and more. We provide IT strategy, network design, procurement, project management, installation, and ongoing support services. At Apex, we take a customer-centric approach, delivering high-quality IT services while reducing operational costs. We are large enough to handle any IT challenge yet small enough to provide personalized support solutions tailored to any environment. We are an equal opportunity employer and do not discriminate based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law. Our Work Environment Includes: * Collaborative team culture * On-the-job training * Professional development * Growth opportunities