IT Support Technician

HB McClure Company•Belleview, FL

9d•Onsite

About The Position

The IT Support Technician is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees. This position will report to HB Mechanical Group, LLC, a subsidiary of HB Global. We empower our employee owners to make this a great place to work and create value.

Requirements

5+ years of IT support experience
Bachelor of Science in Information Technology, or an equivalent combination of education and work experience.
ITIL v4 Foundation Certification, or equivalent demonstrated experience.
CompTIA A+ Certification, or equivalent demonstrated experience.
Strong hands-on experience with Active Directory, Group Policy, Microsoft Windows operating systems, and Microsoft 365 applications.
Working knowledge of TCP/IP networking, computer hardware, and peripherals.
Experience administering Windows Server and VMware environments.
Experience supporting Microsoft SharePoint and cloud storage platforms.
Experience with Mobile Device Management (MDM) and the support of Android and iOS phones and tablets.
Working understanding of cybersecurity fundamentals and endpoint security best practices.
Experience configuring and administering ITSM ticketing systems, with a solid grasp of Problem Management and IT Asset Management.
Proactive, top-notch problem-solving, troubleshooting, and analytical skills.
Excellent time, priority, and task management in a fast-paced, quickly changing environment.
Excellent written and verbal communication skills, with the ability to interact effectively with end users, peers, and leadership.
High emotional intelligence and operational leadership presence.
Ability to follow, create, and continuously improve defined processes and procedures.
Ability to work independently with limited supervision beyond the first 90 days.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 50 pounds at times.
Ability to travel to various divisions and worksites as needed.

Responsibilities

Provide technical support to non-technical end users
Track all IT incidents and requests in the IT Service Management (ITSM) platform, meeting or exceeding established SLAs and KPIs for incidents, requests, and project assignments.
Analyze and research solutions to complex incidents and drive them to resolution; escalate to the IT supervisor or lead only when resolution exceeds Level II scope.
Install, configure, and test hardware and software on new and existing devices in accordance with company standards.
Lead maintenance, implementation, and troubleshooting initiatives for IT hardware and software.
Administer user accounts and access changes across core IT platforms, including Active Directory, Microsoft 365 Admin Center, Microsoft Azure, and Mobile Device Management (MDM) systems.
Support the configuration and ongoing management of endpoint security protocols and mitigations.
Manage the lifecycle of IT assets, including refresh, replacement, and secure disposal.
Document processes, procedures, and technical issues to build and maintain the IT knowledge base and technician training guides.
Lead IT-related aspects of new hire onboarding and mentor Level I technicians on hardware, software, and ticket handling best practices.
Participate in the on-call rotation for outages and after-hours support.
Perform other duties as assigned.