Technical Support Technician (IT)

The Technical Support Technician is the frontline point of contact for end-user technology support across the organization, serving 250+ employees across US, Taiwan, and offshore contractor locations. This role owns day-to-day helpdesk operations, device provisioning, and onboarding/offboarding, ensuring employees have reliable, secure access to the tools they need. The role works closely with the Senior Systems Administrator and Network/Security Administrator to escalate complex infrastructure and security issues while maintaining ownership of Tier 1-2 support end-to-end., Helpdesk & End-User Support

• Serve as first point of contact for all IT support requests (phone, ticketing system, walk-up); triage and resolve Tier 1-2 issues across hardware, software, network connectivity, and account access

• Manage and prioritize the support ticket queue, meeting defined SLA targets for response and resolution

• Escalate Tier 3 issues (infrastructure, security, network) to the Senior Systems Administrator or Network/Security Administrator with clear documentation

• Provide remote support to Taiwan-based employees and India-based offshore contractors, coordinating across time zones

Device & Access Management

• Provision and deploy Windows and macOS devices using Microsoft Intune and Autopilot/Apple Business Manager workflows

• Manage new-hire onboarding: account creation in Azure AD/Entra, device setup, application access, and orientation to IT systems

• Manage offboarding: timely deprovisioning of accounts, device retrieval/wipe, and access revocation

• Maintain accurate device and asset inventory records

Endpoint & Patch Support

• Monitor Intune compliance dashboards for policy violations, patch status, and device health; remediate flagged endpoints

• Assist with rollout and validation of OS and application patches across the Windows and Mac fleet

• Support endpoint security hygiene (encryption status, antivirus/EDR agent health, compliance policy adherence)

VPN & Remote Access

• Provision and troubleshoot VPN access for remote employees and offshore contractors

• Support connectivity issues for distributed users, coordinating with the Network Administrator on persistent or site-level issues

Documentation & Process

• Maintain up-to-date support documentation, knowledge base articles, and standard operating procedures

• Identify recurring issues and propose process or tooling improvements to reduce ticket volume

• Support IT asset lifecycle processes (procurement coordination, warranty tracking, disposal)

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience

Work Experience

• 2-4 years in a helpdesk, desktop support, or IT support role, ideally in an organization of 150+ employees

• Experience supporting a mixed Windows/Mac environment

• Experience with new-hire onboarding/offboarding processes and asset management

• Prior experience supporting remote or distributed teams (multi-site or international) strongly

preferred

Technical Skills

• Proficiency with Microsoft Intune for device management, compliance policies, and application deployment

• Working knowledge of Azure AD/Entra ID (user/group management, access provisioning)

• Familiarity with macOS management (Apple Business Manager, Jamf, or similar) in addition to Windows

• Experience with ticketing systems (e.g., Freshdesk, ServiceNow, Jira Service Management)

• Basic understanding of VPN technologies and remote access troubleshooting

• Familiarity with M365 administration (Exchange, Teams, SharePoint at a user-support level)

Strong troubleshooting methodology and customer service orientation

DMF Lighting is a fast-growing leader in the lighting industry, always hard at work engineering what comes next. We have an exciting opportunity in our IT department for a Technical Support Technician.

• Pay range is $70,000 to $95,000 annually (based on skills/knowledge/experience), DMF Lighting designs and builds industry-leading LED downlighting that sets the standard for flexibility, performance, and quality. Founded over 30 years ago, DMF has grown into a leader in the lighting industry, driven by a passion for innovation and customer service. Our in-house engineers constantly push the boundaries of lighting, delivering products that combine exceptional performance with beautiful design. At DMF, we believe in a collaborative, forward-thinking culture that empowers our team to bring creative ideas to life and make a lasting impact. If you’re looking for a company where creativity and innovation are part of the DNA, DMF is the place for you.

DMF Lighting is proud to be an Equal Opportunity Employer., DMF Lighting designs and builds industry-leading LED downlighting that sets the standard for flexibility, performance, and quality. Founded over 30 years ago, DMF has grown into a leader in the lighting industry, driven by a passion for innovation and customer service.\r\nOur in-house engineers constantly push the boundaries of lighting, delivering products that combine exceptional performance with beautiful design. At DMF, we believe in a collaborative, forward-thinking culture that empowers our team to bring creative ideas to life and make a lasting impact. If you’re looking for a company where creativity and innovation are part of the DNA, DMF is the place for you.\r\n\r\n\r\nDMF Lighting is proud to be an Equal Opportunity Employer.