IT Support Technician

IT Support Technician

Our computer support team is seeking an experienced IT Support Technician to provide remote and on-site technical support for our business customers. This position supports Microsoft Windows environments, Microsoft 365, servers, networks, workstations, laptops, tablets, printers, firewalls, switches, wireless equipment, and other business technology.

The ideal candidate will have previous Help Desk, Managed Service Provider (MSP), or professional IT support experience and will be comfortable independently troubleshooting and resolving technical issues.

Candidates must have strong customer service and communication skills, the ability to work both independently and as part of a team, and solid experience supporting business networks and end users. This position requires the ability to manage multiple support requests, prioritize work effectively, document solutions, troubleshoot complex technical problems, and meet deadlines in a client-driven environment.

Please note: This is an on-site position that requires hands-on technical work at our Wilder, Vermont office and customer locations. This is a full-time position, and the successful candidate is expected to maintain reliable and punctual attendance.

Key Duties and Responsibilities

• Technical support for desktops, laptops, servers, printers, mobile devices, network equipment, and business applications.
• Provide remote and on-site support for customer workstations, servers, networks, peripherals, and business applications.
• Install, configure, test, maintain, monitor, and troubleshoot Microsoft Windows workstations and servers.
• Diagnose and resolve hardware, software, networking, printing, authentication, and application-related problems.
• Administer Microsoft 365 environments, including Exchange Online, user accounts, licenses, mailboxes, security settings, and Microsoft applications.
• Create, modify, and troubleshoot Active Directory user accounts, groups, computers, Group Policy, permissions, and network resources.
• Maintain user security rights, file/folder permissions, network access, and shared resources.
• Troubleshoot DNS, DHCP, TCP/IP, VPN, wireless, routing, firewall, and general LAN/WAN connectivity issues.
• Configure and troubleshoot business-class firewalls, routers, managed switches, wireless access points, and VLANs.
• Assist with network segmentation and security configurations.
• Provide support for virtualization environments including Microsoft Hyper-V and VMware.
• Assist with backup monitoring, troubleshooting, restores, and basic disaster recovery operations.
• Install, configure, and troubleshoot business applications and third-party software.
• Assist users in configuring and using computers, printers, copiers/scanners, phones, and business applications.
• Train end users on proper operation of computers, applications, printers, network resources, phones, and related technology.
• Perform on-site analysis, diagnosis, and resolution of workstation, server, peripheral, copier/scanner, and network problems.
• Recommend and implement appropriate hardware and software solutions.
• Receive and respond to service requests received through phone, email, remote monitoring systems, and the company ticketing system.
• Accurately document troubleshooting steps, resolutions, configurations, installations, hardware changes, and customer communications.
• Maintain accurate records of computer, server, network, software, licensing, and peripheral assets.
• Document hardware and software failures, repairs, installations, replacements, removals, and equipment disposal.
• Evaluate and recommend hardware, software, and technology solutions for customers.
• Coordinate with Internet Service Providers, software vendors, telecommunications providers, and other third-party vendors to resolve technical issues.
• Participate in customer and internal IT projects including workstation deployments, server installations, network upgrades, Microsoft 365 projects, migrations, and equipment replacements.
• Assist Level 1 technicians with troubleshooting and escalated support requests.
• Identify recurring technical problems and recommend corrective or preventative solutions.
• Follow established security policies, documentation standards, and technical procedures.

Technical Skills and Qualifications

Candidates should have working knowledge and practical experience in several of the following areas:

• Microsoft Windows 10 and Windows 11 desktop operating systems.
• Microsoft Windows Server administration and troubleshooting.
• Active Directory Users and Computers.
• Group Policy administration and troubleshooting.
• DNS and DHCP configuration and troubleshooting.
• NTFS and network share permissions.
• Microsoft 365 administration.
• Exchange Online administration and troubleshooting.
• Microsoft Office applications include Outlook, Word, Excel, Teams, and OneDrive.
• Microsoft Entra ID/Azure AD fundamentals.
• User account creation, modification, password resets, MFA, and access management.
• TCP/IP networking and subnetting.
• DHCP, DNS, routing, NAT, and basic network troubleshooting.
• VLAN configuration and troubleshooting.
• Managed switches and wireless networks.
• Firewall configuration and troubleshooting.
• Microsoft Hyper-V and VMware virtualization environments.
• Backup software, backup monitoring, file restores, and disaster recovery fundamentals.
• Remote Monitoring and Management (RMM) platforms.
• Professional Services Automation (PSA) or IT service ticketing systems.
• Endpoint security, antivirus, and endpoint detection and response products.
• Printer, copier, scanner, and peripheral troubleshooting.
• Basic PowerShell and command-line troubleshooting.
• Basic Linux operating system knowledge.
• Mobile device and business application support.

Recommended Skill Sets

• Previous MSP or professional Help Desk experience strongly preferred.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Strong customer service skills and professional demeanor.
• Ability to communicate technical information clearly to non-technical users.
• Strong organizational and time-management skills.
• Ability to prioritize multiple service requests and projects.
• Strong attention to detail and documentation.
• Ability to research unfamiliar technical problems and develop solutions.
• Ability to work independently while knowing when an issue should be escalated.
• Ability to work effectively as part of a technical support team.
• Working knowledge of cybersecurity best practices including MFA, least privilege, patching, endpoint protection, and network segmentation.
• Knowledge of Point of Sale systems and related software is a plus.
• Experience supporting small and medium-sized business environments is preferred.

Experience

• IT Support / Help Desk: 2 years preferred
• MSP Experience: Preferred
• Microsoft 365 Administration: 1 year preferred
• Windows Server / Active Directory: 1 year preferred
• Networking Support: 1 year preferred
• Customer Service: 2 years preferred

Equivalent professional experience, technical certifications, or demonstrated technical ability may be considered in place of specific experience requirements.

Certifications

The following certifications are beneficial but not required:

• CompTIA A
• CompTIA Network
• CompTIA Security
• Microsoft 365 or Microsoft role-based certifications
• Cisco CCNA
• SonicWall certifications
• Ubiquiti certifications
• VMware or Microsoft virtualization certifications

Position Details

This is a full-time, Monday through Friday, on-site position based in our Wilder, Vermont office. Travel to customer locations may be required as part of normal job responsibilities.

Local applicants are preferred. Relocation reimbursement is not offered.

Our compensation package includes:

• Health insurance
• Dental insurance
• Life insurance
• Long-Term Disability (LTD) insurance
• Paid vacation
• Paid holidays
• 401(k) retirement plan with company match

Please submit your resume and salary requirements via email for consideration.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Wilder, VT 05088 (Required)

Ability to Relocate:

• Wilder, VT 05088: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000