IT Support Technician Levels 1, 2 and 3 | Helpdesk, Remote, Onsite, Security and Special Projects

We are seeking an experienced and customer-focused IT Support Technician to provide helpdesk, remote and onsite technology support to our growing customer base., Remote work may be authorized occasionally based on business needs, staffing requirements, employee performance and management approval. Remote work is not guaranteed and does not change the position's primary in-office classification.

The employee is expected to report to the assigned company office during regularly scheduled working hours. The position also requires travel to customer locations for onsite support, installations, troubleshooting and special projects.

Compensation

Compensation includes:

· Competitive base salary

· Additional compensation for eligible tickets worked and completed

· Commission opportunities based on eligible sales, services or customer accounts

· Bonus opportunities based on individual performance, productivity, project completion and company performance

· Additional earning opportunities based on technical level, special projects and assigned responsibilities

Ticket-based compensation, commissions and bonuses will be administered according to company policies and may consider the type of work performed, documentation quality, customer satisfaction and successful completion of assigned responsibilities.

Benefits

· Company-provided phone

· Company-provided computer and other equipment necessary to perform assigned duties

· Access to shared company vehicles for approved business travel

· Mileage or travel reimbursement when an employee's personal vehicle is used for authorized company business

· Healthcare reimbursement of up to $150 per month

· Professional training and advancement opportunities

· Opportunities to advance into senior technical, cybersecurity, compliance and project leadership roles

Primary ResponsibilitiesHelpdesk Support - Levels 1, 2 and 3

Provide responsive and professional customer support by phone, email and the company's ticketing system, including the use of Autotask PSA for ticket management, time tracking, documentation and customer communication.

Level 1 Responsibilities

· Receive and document customer support requests in Autotask

· Perform password resets and basic account assistance

· Troubleshoot basic Microsoft 365 and email issues

· Provide printer and peripheral support

· Troubleshoot common Windows workstation issues

· Install approved software and assist with basic application questions

· Maintain accurate ticket notes, time entries and customer communications within Autotask

· Follow ticket workflows, priorities and service-level agreements (SLAs)

· Identify issues that require escalation to a higher support level

Level 2 Responsibilities

· Perform advanced Windows workstation troubleshooting

· Administer and troubleshoot Microsoft 365 services

· Manage Active Directory and Microsoft Entra ID user accounts

· Troubleshoot network connectivity, wireless and VPN issues

· Investigate malware, antivirus and endpoint security alerts

· Support common line-of-business applications

· Resolve recurring or escalated technical issues

· Coordinate with software vendors and third-party support providers

· Utilize Autotask for ticket escalation, workflow management and detailed documentation

· Assist Level 1 technicians with escalated tickets

Level 3 Responsibilities

· Perform advanced server, network and infrastructure troubleshooting

· Administer Windows Server and Active Directory environments

· Configure and troubleshoot Group Policy

· Administer Microsoft 365 tenants and advanced cloud services

· Support firewalls, managed switches, wireless networks and VPNs

· Troubleshoot backup, disaster recovery and virtualization systems

· Conduct root-cause analysis for complex or recurring incidents

· Provide technical escalation support to Level 1 and Level 2 technicians

· Design and implement long-term solutions for customer technology issues

· Review and optimize Autotask workflows, ticket categorization and documentation standards

Remote Support - Levels 1, 2 and 3

· Remotely connect to customer computers, servers and network systems using RMM (Remote Monitoring and Management) tools

· Diagnose and resolve technical issues efficiently

· Monitor system health, alerts, backups and security events through RMM dashboards

· Install, configure, update and maintain approved software via automated RMM deployment tools

· Perform workstation and server maintenance using scripting and automation where applicable

· Respond to automated alerts and proactively address issues before customer impact

· Communicate clearly with customers throughout the support process

· Document all troubleshooting steps, findings, actions and resolutions in Autotask

· Escalate unresolved, complex or high-risk issues when appropriate

· Verify that services are operational before resolving or closing tickets

· Maintain professional and timely communication with customers

Onsite Support - Levels 1, 2 and 3

· Travel to customer locations when onsite assistance is required

· Install and replace computers, servers, printers and network equipment

· Troubleshoot hardware, cabling, wireless and physical network issues

· Deploy and configure workstations and user equipment

· Assist with office moves, expansions and new-location deployments

· Install and support firewalls, switches and wireless access points

· Perform onsite server and network maintenance

· Utilize RMM tools to validate system status and apply configurations during onsite visits

· Maintain a professional appearance and customer-focused attitude

· Protect customer information, equipment and daily business operations

· Accurately document onsite work, equipment used, mileage and time in Autotask

Special Projects

· Assist with new-customer onboarding and technology assessments

· Perform workstation, server and network migrations

· Support Microsoft 365 migrations and tenant projects

· Deploy new computers, servers, firewalls, switches and wireless systems

· Participate in infrastructure upgrades and modernization projects

· Assist with backup and disaster recovery implementations

· Support office relocations, expansions and new-site installations

· Create technical documentation, network diagrams and project notes

· Coordinate project activities with customers, vendors and internal team members

· Complete assigned projects within the approved scope, schedule and budget

· Identify and communicate project risks, delays or additional customer needs

· Utilize Autotask project modules and RMM deployment tools to manage and execute project tasks

Security and Compliance

· Assist with the implementation and maintenance of customer cybersecurity controls

· Monitor antivirus, EDR, firewall, backup and other security alerts through RMM platforms

· Investigate suspicious activity and potential security incidents

· Perform workstation, server, network and account security reviews

· Assist with system hardening and vulnerability remediation

· Review administrative access, user permissions and security configurations

· Support multifactor authentication, encryption and secure-access initiatives

· Assist customers with HIPAA, NIST, cybersecurity insurance and other applicable compliance requirements

· Maintain accurate security and compliance documentation within Autotask, · Complete assigned tickets and projects efficiently using PSA and RMM tools

· Follow established escalation procedures

· Protect customer systems, information and equipment

· Continuously improve technical knowledge

· Take responsibility for assigned work through completion

This position may be classified as Level 1, Level 2 or Level 3 based on the candidate's experience, technical knowledge and demonstrated ability. Technicians may perform work across multiple support levels depending on customer needs, ticket complexity and assigned responsibilities.

The position supports Windows workstations, Windows servers, Microsoft 365 environments, business networks, cybersecurity systems and other customer technology. The technician will also participate in special projects, security initiatives and customer compliance requirements.

This is a customer-facing position that requires strong communication, organization, troubleshooting and documentation skills., Candidates must have practical experience with:

· Windows 10 and Windows 11 workstations

· Windows Server environments

· Active Directory and Group Policy

· Microsoft 365 applications and administration

· Business networks, including TCP/IP, DNS and DHCP

· Managed switches, wireless networks, firewalls and VPNs

· Computer hardware, printers and peripheral devices

· Remote-support and remote-monitoring tools (RMM platforms)

· Autotask or similar PSA/ticketing systems, including ticket lifecycle management and time tracking

· Antivirus, endpoint protection or EDR systems

· Backup and disaster recovery solutions

· Technical ticketing and documentation systems

The amount and depth of required experience will depend on whether the candidate is hired as a Level 1, Level 2 or Level 3 technician.

Preferred Experience

· Microsoft Entra ID

· Microsoft Intune

· Microsoft Azure

· Microsoft Teams and SharePoint

· Hyper-V or VMware

· Fortinet or similar firewall platforms

· Remote Desktop Services

· Managed service provider experience

· Experience with Autotask PSA advanced features (workflows, automation and reporting)

· Experience with RMM automation, scripting and monitoring configuration

· Healthcare IT or other regulated-industry experience

· HIPAA, NIST, SOC 2 or ISO 27001 frameworks

· Cybersecurity incident response

· IT infrastructure projects and migrations

Skills and Qualifications

· Strong troubleshooting and critical-thinking abilities

· Professional written and verbal communication skills

· Strong customer-service skills

· Ability to work independently and as part of a technical team

· Ability to prioritize multiple tickets, customers and assignments using Autotask

· Ability to explain technical information in understandable terms

· Consistent and detailed ticket documentation and time entry practices

· Dependable attendance and time-management skills

· Willingness to research unfamiliar issues before escalating

· Ability to maintain confidentiality and protect customer information

· Ability to follow established escalation, security and compliance procedures

· Ability to take ownership of assigned issues through resolution

· Professional conduct when communicating with customers, vendors and coworkers

Education and Certifications

A college degree is not required when the candidate has equivalent professional experience.

Preferred certifications include:

· CompTIA A+

· CompTIA Network+

· CompTIA Security+

· Microsoft certifications

· Fortinet certifications

· Other relevant networking, server, cloud or cybersecurity certifications

Physical and Travel Requirements

· Valid driver's license and reliable transportation

· Ability to travel to customer locations as assigned

· Ability to lift and carry computers, monitors, servers and network equipment

· Ability to work in server rooms, network closets and under desks when necessary

· Availability for occasional after-hours, weekend or emergency work

· Ability to participate in an on-call rotation when assigned

· Ability to safely operate a shared company vehicle when authorized

Performance Expectations

· Respond to customers promptly and professionally

· Accurately document all work performed in Autotask

· Maintain high-quality technical and customer-service standards

Pulled from the full job description

• Opportunities for advancement