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IT Support Technician

Strategic Resources
3 days ago
Full-time
Remote
United States
$45,000 - $55,000 USD yearly
Technology

IT SUPPORT TECHNICIAN (REMOTE WORK)

Strategic Resources, Inc. (SRI) is an international, ISO 9001/20000/27001 Certified, CMMI Level 3 Rated full-service provider with more than 37 years of experience in the Federal, Military, and Commercial Marketplaces. SRI is seeking a customer-oriented IT Support Technician to provide technical support and ensure the efficient operation of IT systems and services in support of organizational and client mission requirements.

Overview: Responsible for providing end-user technical support, maintaining IT systems and services, and ensuring compliance with organizational IT policies and standards. The IT Support Technician will support daily operations including troubleshooting hardware/software issues, managing user accounts, administering Microsoft 365 services, and maintaining system integrity through patching and monitoring activities.

Tasks and Responsibilities:

  • Respond to and resolve trouble tickets in a timely and professional manner, ensuring high levels of customer satisfaction. 
  • Provide technical support for desktops, laptops, mobile devices, printers, and related peripherals. 
  • Perform user account administration, including account creation, modification, password resets, and access control. 
  • Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive. 
  • Perform system patch management to ensure operating systems and applications are up-to-date and secure. 
  • Monitor and verify completion and integrity of daily system backups; escalate and remediate failed backups as needed. 
  • Maintain hardware and software inventory, including asset tracking, lifecycle management, and documentation. 
  • Install, configure, and troubleshoot software and hardware components. 
  • Assist with onboarding and offboarding processes, including system access and equipment provisioning. 
  • Document technical procedures, solutions, and knowledge base articles. 
  • Monitor system performance and escalate issues to senior IT staff when necessary. 
  • Ensure compliance with cybersecurity policies, procedures, and best practices. 
  • Provide basic network troubleshooting, including connectivity and access issues. 
  • Support IT projects, upgrades, and deployments as assigned. 
  • Perform routine maintenance of IT systems and equipment. 
  • Provide user training and guidance on IT systems and applications.

Required Qualifications:

  • At least one (1) year of experience in IT support, help desk, or a related technical role.
  • Strong customer service and communication skills.
  • Experience with Microsoft 365 administration and support.
  • Familiarity with ticketing systems and IT service management (ITSM) practices.
  • Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
  • Experience with Windows operating systems and standard desktop applications.
  • Ability to manage multiple tasks and work in a fast-paced environment.
  • Strong problem-solving and troubleshooting skills.
  • Must be able to obtain and maintain a favorable background investigation.
  • Must be a U.S. Citizen.
  • Proficient in English, both written and oral.
  • Experience with asset management tools and inventory tracking systems preferred.
  • IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

Work Environment and Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work schedule: Hour of operation vary by location, but most locations are open from 7:30 am to 4:00 pm local time, Monday through Friday.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand, walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 30 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Equal Employment Opportunity:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. SRI does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

This job description is intended to outline the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties and skills required of the position. Additional tasks may be assigned as needed.