IT Support Technician

IronEdge Group (IEG) supports employees with a benefits package designed to help you stay healthy, financially secure, and balanced. The role is remote, with an annual salary range of USD 39,000 - 44,999. IEG also offers Medical, Dental, and Life Insurance with employee premium support, Vision Insurance, AD&D, and Short-Term and Long-Term Disability. You can take advantage of a Flexible Spending Account and Health Savings Account, enjoy Flexible Time Off plus holidays, and participate in a matching 401k. At IEG, everyone deserves great experiences.

What you’ll do

As an IT Support Technician, you will be the first line of technical help for end users, troubleshooting issues across server and network systems and resolving software and peripheral configuration problems. You will follow design or installation specifications while remediating configuration issues, and dispatch to on-site clients when needed to restore service.

• Provide front-line technical support to end users
• Troubleshoot server and network systems
• Dispatch to on-site clients to troubleshoot and remediate issues
• Repair or adjust software and peripheral equipment configurations per specifications
• Escalate issues to senior staff members when appropriate
• Deliver professional verbal and written communication with users, including C-Level or Executive client contacts
• Provide occasional training for end users and new team members
• Deliver excellent customer service in a fast-paced environment using strong decision-making, problem-solving, multi-tasking, and planning skills
• Work effectively with teams and independently as an advanced problem solver focused on long-term stability
• Complete tickets accurately and in line with company standards
• Continuously learn new skills and information

What you bring

• Friendly, positive support style over the phone and in person with professionalism and personal touch
• Effective cross-functional communication with coworkers via Microsoft Teams
• Extraordinary focus on customer service
• Strong ability to solve problems effectively
• Comfort interacting in varied situations including customer support, orientations, training, and networking
• Successful completion of a criminal background check, with additional checks if the position involves sensitive information or secure facilities
• Ability to pass a CJIS (Criminal Justice Information Systems) fingerprint-based background check and maintain CJIS eligibility
• Disqualifying CJIS conditions include: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, and Open Arrest for any Criminal Offense, and Family Violence Convictions

Plus skills (not required)

• Managed Services Provider (MSP) experience
• Customer service background
• Applicable CompTIA or Microsoft certifications