IT Support Technician I/II

Arc Technologies Group, LLC•Indianapolis, IN

2d•Onsite

About The Position

Arc Technologies Group (ATG) is a specialized consulting firm supporting life sciences organizations with cloud, cybersecurity, and digital transformation initiatives in regulated environments. This role is a client-facing staffing engagement; Technicians will be the “face of IT”, working directly with customer resources to address computer issues, questions and concerns. Technicians will proactively work with customers to create world class digital user experience, whether in the office, traveling internationally or ensuring uninterrupted service/support for submission success. Work will focus on improving productivity through proactive identification/remediation of potential hardware issues, leveraging data analytics to determine areas of focus, and proactively ensure devices meet security standards (patches, driver updates, supported app levels, etc.). . IT On Point technicians are the primary point of contact for hardware, operating systems, and enterprise applications, new hire onboarding, accessory assistance and users' adoption of new and upcoming IT initiatives and services. This role is 100% onsite 5 days a week. You will be rotating between 3 Indianapolis sites.

Requirements

High School Diploma/GED
Qualified candidates must be legally authorized to be employed in the United States
Completed at least one relevant certification Microsoft, Apple, CompTIA or others: CompTIA A+ Apple Certified Support Professional Microsoft IT Support Specialist Professional Certificate/Other Microsoft Certifications Others Completed Microsoft 365 Fundamentals Certification
Previous Help desk experience
Previous Customer Service experience
Working knowledge in the set-up, configuration, and use of computer hardware, software, and network including internet security and data privacy principles
Diagnostic and problem-solving skills with focus on end point devices, peripherals, and advanced knowledge of all O365 (Word, Excel, Outlook, PowerPoint, Azure, SharePoint, Teams etc.)
Excellent technical and non-technical communication skills required: ability to partner with other Infrastructure teams to troubleshoot technical issues; must be able to translate technical content for non-technical customers
Basic understanding of multiple operating systems (Windows, Mac, iOS)

Nice To Haves

Strong knowledge of computer hardware, software configuration, networking fundamentals, and information security best practices
Experience supporting Microsoft 365 and enterprise productivity tools
Working knowledge of Windows, macOS, and iOS operating systems
Strong analytical, troubleshooting, and problem-solving capabilities
Excellent verbal and written communication skills
Ability to explain technical concepts to non-technical users
Additional certifications such as Microsoft Certified IT Professional (MCITP) or similar are a plus

Responsibilities

Troubleshoot technical issues when they arise on-site at various end client locations
Work with peers and customers to improve the digital user experience across customer sites
Provide onsite IT support for Windows, macOS, and iOS devices in an enterprise environment
Serve as a stage one technical resource for employees requiring assistance with hardware, software, operating systems, peripherals, and enterprise applications
Troubleshoot and resolve desktop, laptop, mobile device, printer, docking station, and connectivity issues
Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint, and Azure-based services
Perform new hire onboarding activities including workstation setup, account validation, hardware deployment, and user orientation
Ensure endpoint security compliance through patch management, software updates, driver updates, and adherence to corporate security standards
Proactively identify and remediate potential technology issues before they impact end-user productivity
Utilize service management tools and data analytics to identify support trends and improve overall service delivery
Collaborate with infrastructure, networking, and cybersecurity teams to resolve escalated technical incidents
Deliver clear and effective communication to both technical and non-technical users
Assist users with technology adoption initiatives and organizational IT transformations
Document incidents, resolutions, and support procedures to improve knowledge sharing and operational efficiency
Support employees across multiple corporate locations while maintaining a consistent and professional customer experience