IT Support Technician I/II

Arc Technologies Group (ATG) is a specialized consulting firm supporting life sciences organizations with cloud, cybersecurity, and digital transformation initiatives in regulated environments. This role is a client-facing staffing engagement; Technicians will be the "face of IT", working directly with customer resources to address computer issues, questions and concerns. Technicians will proactively work with customers to create world class digital user experience, whether in the office, traveling internationally or ensuring uninterrupted service/support for submission success. Work will focus on improving productivity through proactive identification/remediation of potential hardware issues, leveraging data analytics to determine areas of focus, and proactively ensure devices meet security standards (patches, driver updates, supported app levels, etc.). . IT On Point technicians are the primary point of contact for hardware, operating systems, and enterprise applications, new hire onboarding, accessory assistance and users' adoption of new and upcoming IT initiatives and services. This role is 100% onsite 5 days a week. You will be rotating between 3 Indianapolis sites. Responsibilities:

• You will bring your technical and customer experience to troubleshoot technical issues when they arise on-site at various end client locations
• With your curiosity of all things technical and willingness to drive change, you will work with peers and customers to improve the digital user experience across customer sites.
• Working knowledge in the set-up, configuration, and use of computer hardware, software, and network including internet security and data privacy principles
• Provide onsite IT support for Windows, macOS, and iOS devices in an enterprise environment.
• Serve as a stage one technical resource for employees requiring assistance with hardware, software, operating systems, peripherals, and enterprise applications.
• Troubleshoot and resolve desktop, laptop, mobile device, printer, docking station, and connectivity issues.
• Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint, and Azure-based services.
• Perform new hire onboarding activities including workstation setup, account validation, hardware deployment, and user orientation.
• Ensure endpoint security compliance through patch management, software updates, driver updates, and adherence to corporate security standards.
• Proactively identify and remediate potential technology issues before they impact end-user productivity.
• Utilize service management tools and data analytics to identify support trends and improve overall service delivery.
• Collaborate with infrastructure, networking, and cybersecurity teams to resolve escalated technical incidents.
• Deliver clear and effective communication to both technical and non-technical users.
• Assist users with technology adoption initiatives and organizational IT transformations.
• Document incidents, resolutions, and support procedures to improve knowledge sharing and operational efficiency.
• Support employees across multiple corporate locations while maintaining a consistent and professional customer experience.
• Dagnostic and problem-solving skills with focus on end point devices, peripherals, and advanced knowledge of all O365 (Word, Excel, Outlook, PowerPoint, Azure, SharePoint, Teams etc.)
• Excellent technical and non-technical communication skills required: ability to partner with other Infrastructure teams to troubleshoot technical issues; must be able to translate technical content for non-technical customers.
• Basic understanding of multiple operating systems (Windows, Mac, iOS), * Desktop & Field Support
• Windows & macOS Administration
• Microsoft 365 Support
• Endpoint Management
• Hardware Deployment & Maintenance
• Incident & Problem Resolution
• New Hire Onboarding
• Customer Service Excellence
• IT Service Management (ITSM)
• Security & Compliance Support
• Technical Documentation
• Cross-Functional Collaboration
• Device Lifecycle Management
• User Training & Technology Adoption

• High School Diploma/GED.
• Qualified candidates must be legally authorized to be employed in the United States.
• Completed at least one relevant certification Microsoft, Apple, CompTIA or others:

• CompTIA A+
• Apple Certified Support Professional
• Microsoft IT Support Specialist Professional Certificate/Other Microsoft Certifications
• Others

• Completed Microsoft 365 Fundamentals Certification
• Previous Help desk experience
• Previous Customer Service experience

Additional Qualifications:

• Strong knowledge of computer hardware, software configuration, networking fundamentals, and information security best practices.
• Experience supporting Microsoft 365 and enterprise productivity tools.
• Working knowledge of Windows, macOS, and iOS operating systems.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Additional certifications such as Microsoft Certified IT Professional (MCITP) or similar are a plus.

Pulled from the full job description

• 401(k)
• Paid time off
• Vision insurance
• Dental insurance
• Adoption assistance, * Medical/Dental/Vision
• 401K
• Paid Time Off

Arc Technologies Group employees are paid on an hourly basis; this is not a salaried position. What to Expect as a External Contractor:

• W-2 Employment: You will be employed by Arc Technologies Group. We handle all payroll, tax withholding, and employment compliance.
• Pre-Employment Requirements: This role requires successful completion of a background check and drug screening as part of our client's Global Screening Standards prior to your start date.
• Timekeeping: Hours are submitted weekly through the client's VMS system and approved by your hiring manager or PoC.
• Equipment: Client-issued equipment (laptop, badges, etc.) will be provided as applicable and must be returned at the conclusion of the assignment.
• Assignment Extensions: Assignments may be extended based on business need and mutual agreement. Extension decisions are made by the client hiring manager in coordination with the MSP and Arc Technologies Group.
• Health Surveillance: Depending on the role, the client may require enrollment in specific health surveillance panels (e.g., respiratory, lab animal allergy, cytotoxic compounds) prior to start.

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