IT Support and Systems Technician
About The Position
The IT Support and Systems Technician supports an Apple-focused, mixed macOS/Windows environment and assists with Windows systems administration. The role provides hardware and software support to approximately 200 Windows and Mac users, including setting up and delivering new equipment. It is the first line of response for laptops, software, printers, audio/visual equipment, and phones. Support is provided by phone, email, chat, remote session, or in person, with prompt initial responses and a high standard of customer service. The position provides Tier 1 and Tier 2 support, manages device provisioning and updates, and handles user onboarding and offboarding. It also monitors device compliance and security alerts, maintains asset and license inventories, supports audio/visual and video conferencing systems, trains users, maintains knowledge base articles, coordinates with vendors, and identifies process improvements and automation opportunities. The technician assists with administering physical and Hyper-V virtual Windows servers and related infrastructure, including Active Directory, Group Policy, DNS, DHCP, file shares, print servers, and hybrid identity synchronization. The role also supports routine server maintenance, patching, monitoring, backup monitoring, data restores, and disaster recovery testing, and develops PowerShell scripts and documents server configurations and procedures.
Requirements
- Minimum 3–5 years of IT experience in a service desk or technician function.
- Previous experience supporting Apple hardware and software, including Adobe Creative Cloud and font management software.
- Experience supporting Windows hardware and software, including exposure to Windows Server and Active Directory administration.
- Experience supporting macOS devices and applications such as Adobe Creative Cloud and Microsoft 365 in a mixed macOS/Windows environment.
- Knowledge of Windows 11 support and basic networking, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
- Working knowledge of Windows Server 2019 or later, Active Directory, Group Policy, Hyper-V, and backup and recovery tools.
- Experience with PowerShell scripting for administration and automation.
- Experience with Jira Service Management, Mosyle, and SentinelOne, or comparable ITSM, MDM, and EDR tools.
- Working knowledge of security best practices, including MFA, encryption, phishing awareness, and least-privilege access.
- Excellent customer service skills and the ability to work professionally and courteously with employees at all levels.
- Ability to work independently, stay motivated, multitask, and quickly learn new technologies.
- Strong written, verbal, and presentation skills.
Nice To Haves
- Familiarity with generative AI tools such as Microsoft Copilot, Claude, or ChatGPT, and the ability to help users adopt them responsibly.
Responsibilities
- Install, configure, and troubleshoot macOS and Windows devices, peripherals, printers, and software, providing Tier 1 and Tier 2 support through Jira Service Management within established SLAs.
- Provision new devices using Apple Business Manager and Windows Autopilot, and deploy operating system and application updates through Mosyle after testing on pilot devices.
- Manage user onboarding and offboarding, including Active Directory, Microsoft Entra ID, and Microsoft 365 accounts, MFA enrollment, and password resets.
- Monitor device compliance, encryption, and SentinelOne EDR alerts; investigate and remediate tickets from the MDR provider; and escalate confirmed security incidents.
- Maintain hardware, software, asset, and license inventories; recommend upgrades and refresh cycles; and securely wipe and document devices for redeployment or disposal.
- Support audio/visual and video conferencing systems.
- Train users, maintain knowledge base articles, and recommend process improvements and automation opportunities.
- Coordinate with third-party hardware, software, and SaaS vendors.
- Assist with administering physical and Hyper-V virtual Windows servers, including configuration, monitoring, and patching under change management procedures.
- Assist in managing Active Directory, Group Policy, DNS, DHCP, file shares and permissions, print servers, and Entra Connect hybrid identity synchronization.
- Monitor backup jobs and assist with data restores and disaster recovery testing.
- Develop PowerShell scripts to automate routine tasks and document server configurations and procedures.
- Provide prompt initial responses to assigned requests and meet or exceed customer service standards.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
