IT Technician

• Internal User and Executive Support - provide timely support through the IT service management process for hardware, software, accounts, access, printers, mobile devices, video conference systems, collaboration tools, and other workplace technology needs; troubleshoot issues through resolution, document work performed, communicate status, and escalate security or engineering issues appropriately.
• Endpoint and Infrastructure Operations - order, receive, configure, deploy, maintain, recover, and securely retire Windows and macOS endpoints and peripherals; support endpoint governance, hardware and software inventory, support endpoint OS and application patch coordination, conference room technology, and access control systems.
• Identity, SaaS, and Employee Lifecycle Support - perform approved onboarding, offboarding, and access-change activities; support identity and access administration, Microsoft 365, SaaS applications, software licensing, group and role assignments, application access, and account lifecycle tasks while following least privilege, approval, and documentation requirements.
• Service Delivery, Documentation, and Operational Control - meet service level expectations; accurately maintain tickets, asset records, knowledge articles, procedures, and support documentation; follow First Orion policies, security standards, change-management practices, and established IT processes/procedures; identify recurring issues, process improvements, automation opportunities, capacity needs, and operational risks; participate in associated on-call rotation responsibilities.

• 2+ years of experience in an IT service desk, desktop support, technical support, or closely related customer facing technology role, with demonstrated ability to independently resolve common user, endpoint, application, and access issues.
• Experience installing, administering, supporting, and troubleshooting Microsoft 365 applications, identity and access tasks, SaaS applications, common Windows compatible software, browsers, collaboration tools, and account lifecycle activities.
• Experience provisioning, supporting, troubleshooting, patching, inventorying, and securely retiring Windows and macOS endpoints, peripherals, mobile devices, printers, and conference room technology.
• Strong customer service, communication, documentation, organization, and problem solving skills, including the ability to manage priorities, meet service expectations, validate work, protect confidential information, and escalate incidents or security concerns appropriately.
• Reliable, accountable, process oriented work ethic with strong attention to detail, sound judgment, and the ability to identify process improvements, work effectively during service disruptions, collaborate across teams.

Bonus Points:

• Higher education in Information Technology, Computer Science, Cybersecurity, or a related field, or relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Apple, ITIL, or comparable technical certifications.
• Knowledge or experience with O365 administration, Microsoft Entra ID, Intune or other endpoint management platforms, Active Directory, ServiceNow, Atlassian, or another ITSM platform, PowerShell or similar automation scripting, AWS, network infrastructure, Microsoft Surface Hubs, conference systems, security camera/NVR systems, and access control systems.

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.
• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.

This position is not eligible for employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance.

First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.