IT Support Technician

The IT Support Technician is responsible for the day-to-day continuity, security, and support of all computer-based systems, hardware, and software within the various business units. This role is responsible for timely responses to support requests generated by all internal customers and approved external partners/vendors. Additionally, this role will participate in long-term project planning and recommend software and hardware changes when necessary to best augment the current and future goals of the individual business units within Flight For Life and support our community mission. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• First-line support via phone/portal/email; triage and resolve common issues, document in tickets, and escalate per Service Level Agreements

• Deploy and maintain endpoints/peripherals (imaging, Intune enrollment, updates, basic security tasks)

• Support Microsoft 365 (Outlook/Exchange Online, Teams, OneDrive/SharePoint access and basics)

• Manage routine identity tasks (provision/deprovision, groups/licensing, Multi-Factor Authentication resets) following verification and least-privilege methodology

• Perform basic site support (connectivity checks, cabling, printers/labelers, VoIP handsets); hand off infrastructure issues as needed

• Create/update knowledge articles and provide quick user coaching to reduce repeat incidents

• Assist with inventory, device lifecycle, RMAs, and planned changes or site upgrades as assigned

• Follow HIPAA and security policies; report suspected incidents based on defined policies

• Provide on-site support across all bases of operation as directed

• Associate’s Degree or an equivalent mix of education and certifications (e.g., CompTIA A+), and demonstrable experience.

• 2+ years of experience with hands-on IT support.

• Experience installing / configuring PCs, basic networking, and common business applications.

• Familiarity with Active Directory and Microsoft 365, related applications, and basic identity tasks (account setup, MFA resets, etc.).

• Valid driver’s license with expected regular travel between bases as scheduled.

• Provides responsive, empathetic customer service; communicates clearly in speech and writing; produces accurate, reusable documentation.

• Troubleshoots methodically, prioritizes effectively, and applies critical thinking to resolve issues; escalates promptly with full context when required.

• Collaborates well under pressure and supports safety-critical operations with a calm, disciplined, safety-first approach.

Preferred:

• Microsoft, Cisco, CompTIA A+, Network+, and/or Security+ certifications a plus.

• Experience supporting healthcare and/or aviation; or other regulated environments.