About the job
Join our dynamic Managed Services team as an IT Support Technician. We are looking for a dedicated professional who will provide outstanding helpdesk and technical support to a variety of clients in sectors such as Healthcare, Government Contracting, and Construction. You will play a crucial role in ensuring our services comply with HIPAA and CMMC standards.
Key Responsibilities
Technical Support
- Deliver Level 1 technical support through our ticketing system, phone calls, and remote sessions.
- Diagnose and resolve issues including:
- Administration of Microsoft 365 (including Exchange, Teams, SharePoint, OneDrive)
- Management of Intune for device compliance
- Support for Windows and macOS operating systems
- Configuration of UniFi networking (gateways, switches, access points)
- Basic networking skills (VLANs, VPNs, IP configuration)
- Administration of Active Directory
- Knowledge of Virtualization technologies (Hyper-V or VMware)
- Administration of Google Workspace
- Facilitate the utilization of collaboration tools such as:
- Microsoft Teams
- Zoom
- Slack
- Oversee user onboarding and offboarding processes, including:
- MFA / Conditional Access setup
- Device enrollment
- Escalate complex issues to senior technicians or field technicians as necessary.
Monitoring & Maintenance
- Oversee alerts from:
- Intune
- Microsoft Defender
- UniFi dashboards
- Manage patching and updates via:
- Intune
- Windows Update for Business (WUfB)
- Ensure that device and network security align with:
- CIS benchmarks
- Relevant compliance frameworks
- Document incidents, resolutions, and preventive solutions within internal systems.
Compliance & Documentation
- Keep documentation up to date in Hudu and per-client compliance systems, including:
- SSPs
- CRMs
- Policy repositories
- Adhere to HIPAA and CMMC data security protocols and maintain company confidentiality requirements.
- Support data backup and disaster recovery operations using:
- Veeam
- Acronis
- Document customer IT environments with:
- Network diagrams
- Asset inventories
- Configuration notes
- Develop internal knowledge base (KB) articles for recurring issues.

