What are the responsibilities and job description for the Information Technology Support Technician position at GDI Infotech?
Job Title: IT Support Technician (Level 2–3 IT Support Specialist / Help Desk Specialist / Field Technician)
Location: Albuquerque, New Mexico (Hybrid / Onsite Client Support)
Job Description:
The IT Support Technician (Level 2–3) will provide advanced technical support and hands-on assistance for one of our managed service provider (MSP) clients based in Albuquerque, NM. This role requires both remote and onsite support, ensuring seamless technology operations across multiple systems, users, and environments. The ideal candidate will be highly detail-oriented, organized, and capable of managing complex technical issues with professionalism and precision.
You will serve as a key point of contact for escalated incidents, system maintenance, and client technology improvements, working closely with both the client’s staff and the internal MSP team to deliver reliable, efficient IT services.
Key Responsibilities:
- Provide Level 2–3 support for escalated hardware, software, and network issues.
- Troubleshoot, diagnose, and resolve complex desktop, server, and application problems.
- Perform onsite visits for system maintenance, deployments, and end-user support.
- Configure, monitor, and maintain servers, network devices, and workstations.
- Support Office 365, Azure AD, VPNs, and other cloud or hybrid environments.
- Manage user accounts, permissions, and group policies through Active Directory.
- Maintain detailed documentation of all service requests, incidents, and configurations.
- Collaborate with MSP team members to ensure SLA compliance and client satisfaction.
- Identify recurring problems and recommend process or infrastructure improvements.
- Maintain clear, proactive communication with both technical and non-technical users.
Qualifications:
- 3–5 years of experience in IT support, preferably in an MSP or multi-client environment.
- Strong working knowledge of Windows Server, Microsoft 365, Active Directory, and common networking protocols.
- Familiarity with RMM tools, ticketing systems, and documentation best practices.
- Experience supporting cloud platforms and hybrid infrastructures.
- Strong problem-solving, communication, and time-management skills.
- Must be highly detail-oriented, dependable, and capable of working independently or within a team.
- Valid driver’s license and ability to travel locally for onsite client support.
- Relevant certifications (CompTIA Network /Security , Microsoft, or similar) preferred.