IT Support Technician

SRS Acquiom•Denver, CO

2d•$31 - $36•Hybrid

About The Position

SRS Acquiom is seeking an IT Support Technician to join our IT Support team. The IT Support team is responsible for all areas of internal desktop and cloud app support, hardware support, and maintains network infrastructure for our office locations. This team supports an environment of 75% macOS machines and 25% Windows machines. The ideal candidate will support internal clients, has an understanding of laptop and mobile device troubleshooting, is eager to learn and grow their skillset, and contribute to new ideas and projects in a diverse, fast-paced, deadline driven environment.

Requirements

Bachelor’s Degree preferred, or equivalent combination of education, training, and experience
Candidate must have a minimum of 1 year experience supporting macOS laptops or desktops in an enterprise environment
Experience supporting computers running macOS (10.14 to current) and Windows 10 and 11, cloud-based email and productivity tools (Office 365 & Google G-Suite), and mobile devices running iOS
Proven ability to listen respectfully and communicate effectively with non-technical staff
Computer configuration and application setup experience with equal weight given to Windows and macOS
Experience installing, and troubleshooting network infrastructure and technologies including wired and wireless infrastructure, VoIP, and managed printing
Experience using centralized management/MDM tools for OS configuration and administration
Knowledge of basic printer maintenance tasks such as clearing paper jams and toner replacement
Ability to follow written documentation for tasks and procedures

Nice To Haves

Experience configuring networking switches and firewalls (ie. VLAN assignments, switchport settings, DHCP, firewall policies)
Experience configuring cloud apps for Single Sign-On with Active Directory or other SSO provider (ie. OKTA, OneLogin, JumpCloud)
Experience with Windows Server/Active Directory, Bash scripting for macOS, virtualization, and help desk automation
Experience working in financial services or legal environments

Responsibilities

Provide hardware and software support for both in-person and remote clients with macOS and Windows systems, with the majority being macOS devices
Prioritize, assign, and respond to internal client issues (submitted via ticketing system or in-person); manage tickets through to completion
Perform end-user training on macOS and other company-provided software and hardware
Perform diagnostics to collect information to determine and correct the source of error and isolate performance issues
Test and deploy new software, hardware, procedures, installation, conversion and upgrade activities
Maintain database of all staff inventory, user accounts and logins to facilitate on/off-boarding process
Engage with vendors when necessary to research issues and determine and implement recommended solutions
Maintain inventory levels of equipment to facilitate on-boarding process.
Provision user accounts in cloud apps, VoIP system, cloud faxing, copiers, and secure printing management system
Manage new employee onboarding process from creating accounts to provisioning devices to in-person training and IT orientation on Day 1
Maintain employee backup system as part of Disaster Recovery/Backup Plan
Automate help desk tasks and maintain security profiles via MDM software (JAMF/Intune) for laptops and company smartphones
Follow documented troubleshooting procedures and standards
Contribute ideas and recommendations to and assist in writing IT/Admin and Tech Training documentation
Other tasks as assigned