Support Technician
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Job Description
AI2IO Support Technician assisting users with Windows, Microsoft 365, networking, and devices. Managing licenses, hardware orders, escalations, and knowledge-base documentation remotely.
Responsibilities:
- Serve as the primary point of contact for incoming support requests related to Windows OS, Microsoft 365 apps, peripheral devices, and iPhones/iPads
- Gather pertinent details from end-users to diagnose and resolve technical issues efficiently
- Provide basic network connectivity and file access support, escalating complex network problems when necessary
- Process requests for non-standard software licensing and coordinate with vendors or internal stakeholders
- Fulfill orders for new devices or peripherals and manage procurement and shipping
- Maintain accurate records of software licenses and subscriptions, assisting with renewals or updates
- Triage issues involving specialized engineering or proprietary applications and escalate to subject matter experts or development teams
- Collaborate with Application, Software/DevOps, and Security teams on advanced technical issues
- Provide management and peers with insights on support trends to improve service delivery
- Record troubleshooting steps and resolutions in the help desk system
- Create and update knowledge-base articles and user guides
- Identify recurring issues and recommend documentation and process improvements
- Complete assigned tasks and deliverables on time and on budget
- Perform other related duties as assigned
Requirements:
- Strong familiarity with Windows OS (Windows 10/11) and Microsoft 365 applications (Teams, Outlook, SharePoint, etc.)
- Familiarity with iOS for iPhones and iPads
- Basic understanding of networking concepts (e.g., DNS, DHCP, VPN)
- Demonstrated aptitude for learning new technologies, including specialized engineering and custom software
- Excellent interpersonal skills, with a patient and empathetic approach when assisting users
- Commitment to user satisfaction and responsive communication
- Skilled in maintaining clear, concise records of support activities and resolutions
- Willingness to regularly update and improve the internal knowledge base
- Ability to collaborate in a remote team setting and handle escalations effectively
- Self-motivated with the capacity to work under limited supervision
- Proven ability to handle multiple tickets and tasks simultaneously, meeting deadlines and service-level agreements
- Minimum of a Bachelor degree in Information Technology, Computer Science, or related discipline PLUS 10 years of experience in Information Technology
- Travel up to 5%, potentially to any or all 50 US states
- Must be eligible to work in the United States (AI2IO participates in E-Verify)
Benefits:
- Choice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option)
- Flex spending accounts (FSA)
- Dental and vision plans
- Comprehensive medical, dental and vision benefits extended to spouse / domestic partner and dependent children up to age 26
- 401k with company match and self-directed brokerage account option
- PTO including additional paid time off during the last week of the year
- Company paid life insurance coverage for employees and their eligible dependents
- Short and long-term disability, AD&D coverage
- Professional development opportunities
- Tuition reimbursement and professional licensing assistance
- Paid parental leave after one year of employment
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