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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - Tier 1 - **Company:** MATIC LLC - **Location:** Columbus, OH, United States - **Experience:** Experienced - **Salary:** $42,000.0 - $48,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Macintosh Computers, Confluence, JIRA, User Authentication, VoIP, Cloud Computing, Information Technology Audit, Inventory Management Software, Network Troubleshooting, OpenVPN, SONAR (Symantec), Twilio, Cisco Anyconnect, Computer Networking Systems, Okta, Headsets, Peripherals, Microsoft InTune, Information Technology, Slack, Deployment Automation, Casper Suite - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=cba254b52b0c1433 ## About the Role Do you have experience in macOS?, * 2+ years of experience in a similar help desk or technical support role, demonstrating a strong understanding of end-user support. * Solid knowledge and hands-on experience with Mac and Windows operating systems, enabling efficient troubleshooting and problem resolution. * Familiarity with troubleshooting peripherals such as monitors, headsets, mice, and keyboards, ensuring seamless user experiences. * Proficiency in supporting end-users utilizing softphone-based telephony solutions is highly desirable (e.g., Twilio, Zoom). * Ability to effectively document and maintain a knowledge base, ensuring accurate and up-to-date support documentation. * Excellent communication and interpersonal skills, with the ability to remain calm under pressure. * Strong problem-solving and analytical abilities, with a focus on delivering effective solutions. * Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment. * Prefer experience with Zoom, Google, Microsoft, Slack, Windows, and Macintosh. * Experience with Jamf is desirable. Systems * Windows Intune, Autopilot * Jamf * Google, Slack, Zoom, Twilio * Asset Sonar * Cisco AnyConnect, OpenVPN Cloud, * Microsoft Authenticator, Entra, Okta * Confluence, Jira ## Description As an IT Support Technician, you become an integral part of our organization's technical support infrastructure. Your role is pivotal in maintaining the efficiency and functionality of our internal operations. Swiftly addressing and resolving technical issues across various platforms and systems is crucial to our success. You'll provide frontline assistance to both on-site and remote team members, diagnosing and efficiently resolving hardware, software, and network issues to ensure minimal disruption to user productivity. Additionally, your contribution to the onboarding process for new employees, specifically in the provisioning process, is essential. Furthermore, your dedication to creating and maintaining our knowledge base documentation ensures accurate and accessible support resources for the team., * Act as the primary point of contact for all support requests, providing prompt and efficient technical assistance through various channels, including chat, tickets, and email. * Diagnose and troubleshoot hardware, software, and network issues, ensuring minimal disruption to user productivity. * Escalate unresolved issues to appropriate support levels while maintaining clear communication throughout the escalation process. * Support end-users utilizing softphone-based telephony solutions, addressing VoIP telephony issues promptly. * Perform basic ticket triage and dispatch, prioritizing and escalating tickets for timely resolution. * Assist with employee onboarding and offboarding tasks, including account setup, and hardware provisioning. Also serving as secondary support for tool set-up during employee onboarding. * Collaborate with the IT team to identify areas for improvement in support processes and contribute to implementing enhancements. * Maintain office-wide hardware and physical networking infrastructure. * Participate in regular IT audit procedures, including conducting encryption and antivirus audits and monitoring ISP performance. * Assist in the creation and maintenance of the knowledge base documentation. * Administer and maintain the accuracy of our information technology inventory system. ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [CountrPT: Startup Product Presentation](https://www.wearedevelopers.com/videos/1161-countrpt-startup-product-presentation) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Dev Digest 131 - AI'm not sure about OSS](https://www.wearedevelopers.com/magazine/472-dev-digest-131-ai-m-not-sure-about-oss) - [Dev Digest 118 - not a total recall](https://www.wearedevelopers.com/magazine/452-dev-digest-118-not-a-total-recall) - [Top Must-Visit Developer Conferences in the US in 2026](https://www.wearedevelopers.com/magazine/679-top-must-visit-developer-conferences-in-the-us-in-2026) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)