IT Support Technician (Entry Level)

J-Mack Technologies

4d • Remote

About The Position

We are seeking motivated and detail-oriented IT Support Technicians to fill multiple roles within our organization. Candidates will be evaluated against the flexible requirements described below, with assignments made based on organizational needs and individual qualifications. Selected candidates may be assigned to one or more of the functional areas outlined in this description.

Requirements

• High school diploma or equivalent required; associate degree or technical certification preferred.
• Basic proficiency with computers, software applications, and common business systems.
• Ability to follow written instructions, scripts, and established procedures accurately.
• Strong attention to detail and data entry accuracy.
• Clear and effective communication and interpersonal skills for customer-facing interactions.
• Ability to work under supervision and escalate issues appropriately.
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment.
• Experience with tools such as ServiceNow, GitHub, Jira
• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working within a team-oriented, collaborative, agile environment.
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls.
• Experience documenting and communicating work-a-rounds and solutions clearly
• Ability to manage time and prioritization of tasks at a high level
• Ability to communicate effectively with managers and customers
• Experience with installation, maintenance, and administration of a RDMS such as PostgreSQL, Oracle, MySQL, or SQL Server – Oracle preferred
• Ability to design and develop SQL queries and reports to retrieve required data under the guidance of a lead
• Familiarity with database partitioning and microservices
• Familiarity with Cloud-native database solutions, including Amazon Web Services (AWS) Relational Database Service (RDS) and DynamoDB Database Administration
• Familiarity with Cloud-native database solutions, including Amazon Web Services (AWS) Relational Database Service (RDS) and DynamoDB

Nice To Haves

• Prior experience in any of the functional areas listed above is desirable.

Responsibilities

• Respond to technical issues escalated by customers.
• Act as a liaison between operations, the client, and Engineering/Development.
• Respond to end user request for assistance using existing manuals and scripted responses.
• Effectively interact with customers and refer ongoing issues to the appropriate engineering support team.
• Work as part of a team to maintain and implement one or more complex databases under the guidance of a lead.
• Assist with the planning and engineering of the organization's databases.
• Monitor performance, scalability, and security and evaluate existing database design to determine the necessary updates and integration requirements of a new design and to ensure final solutions meet organizational needs.

Benefits

• Medical, Dental & Vision Insurance — J-Mack covers 80% of employee premiums and 50% of dependent premiums
• Basic Life, Short-Term Disability & Long-Term Disability — J-Mack covers 100% of the costs
• 401(k) Safe Harbor Plan with full vesting and 4% company match
• Paid Time Off: 120 hours annually, increasing to 160 hours after 5 years
• 11 Paid Holidays
• Charity Matching: J-Mack matches employee donation

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED