IT Support Technician

Position Summary:

• Serve as the first point of contact for customer technical assistance via phone and email.
• Perform remote troubleshooting using diagnostic techniques to resolve hardware and application issues.

Key Responsibilities:

• Manage client tickets and drive closure while using team resources to meet performance metrics.
• Escalate unresolved issues to next level support and record events in the ticketing system.
• Support O365, Citrix, cloud and server-based enterprise products from a help desk perspective.

Qualifications:

• Minimum 3 years of full-time experience in a technology solutions environment.
• Excellent communication, problem-solving, and organizational skills with a passion for customer service.
• Knowledge of office automation products, databases, and remote control tools.

Nice to Have:

• Experience with Windows 11, Microsoft Office 365, and Admin portals.
• System administrator experience with Azure, Intune, Citrix, and virtual technologies.
• Basic networking, command line, and PowerShell skills.