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# IT Support Technician

- **Company:** ARROWMINDS INC
- **Location:** Needham, MA, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Access Network, Active Directory, JIRA, Microsoft Outlook, Virtual Private Networks (VPN), Computer Performance, Zero Trust Network Access, Microsoft SharePoint, Software Vulnerability Management, Cisco Anyconnect, Wi-Fi Technology, Connectivity Problems, Microsoft InTune, Information Technology, Deployment Automation, Casper Suite, 3-tier Architectures, SentinelOne Expertise, User Accounts
- **Published:** August 25, 2026
- **Apply:** https://www.dice.com/job-detail/625c0485-e2c5-4d24-a107-0acd8a4f4d8e

## About the Role

· 5 years of IT helpdesk or desktop support experience

· Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune

· Familiarity with Microsoft Intune, Windows Autopilot, and Jamf

· Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center

· Experience with Jira Service Management or equivalent ITSM platform

· Strong communication skills and a customer-first approach

· Must be eligible to work in the United States without sponsorship

Preferred

· CompTIA A+ or equivalent certification

· ITIL 4 Foundation certification

· Experience supporting a distributed or remote workforce

· Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)

## Description

· Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction.

· Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)

· Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices

· Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center

· Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests

· Manage the full associate lifecycle - onboarding, offboarding, and access changes - in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log

· Apply fast, accurate diagnosis - escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end

· users informed throughout and document resolution notes and SOPs in the IT knowledge base


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