About this role
This IT Technician role answers user calls, logs support tickets, and provides remote troubleshooting for Windows and macOS devices, including Microsoft 365 support. You will perform diagnostics to find root causes, fix email and password issues, and document client interactions and configurations for accurate future reference.
Key Responsibilities
- Answer incoming calls and ask diagnostic questions
- Log tickets in a ticketing system and track issue handling
- Troubleshoot hardware and software on Windows and macOS
- Provide remote technical support for Microsoft 365 products, email issues, and password resets
- Run system diagnostics, identify root causes, and document outcomes and configurations
Technical Overview
The technical scope includes end-user support for Windows and macOS, remote technical assistance, system diagnostics, and troubleshooting hardware/software issues. The role also references cloud technologies and device management using Intune, plus Microsoft 365 support for productivity and identity-related troubleshooting.
Ideal Candidate
The ideal candidate is an entry-level IT Technician who enjoys customer support and can troubleshoot both Windows and macOS environments while supporting Microsoft 365. They will be comfortable logging tickets, performing system diagnostics/root cause analysis, handling password resets and email issues, and documenting client configurations accurately.
Must-Have Skills
answer incoming calls from userslog tickets in our ticketing systemprovide troubleshooting and support for both Windows and Mac operating systemsprovide troubleshooting and support for Microsoft 365 productsdeliver remote technical support to clientsconduct thorough system diagnostics and troubleshootingassist with email issues and password resetsdocument and maintain accurate records of client interactionstechnical solutionsand configurationsProficiency in operating systems such as Windows and macOSnetworking protocolscloud technologiesExcellent written and verbal communication skills
Tools & Platforms
Microsoft 365IntuneWindowsmacOS
Required Skills
answer incoming callslog tickets in ticketing systemtroubleshoot Windows and macOSsupport Microsoft 365 productsremote technical supportsystem diagnosticstroubleshooting root causesemail issues supportpassword resetsnetworking protocolscloud technologiesdocument client interactions and configurationstravel to client sites
Hard Skills
ticket loggingticketing systemtroubleshooting Windows operating systemtroubleshooting Mac operating systemsMicrosoft 365 productsremote technical supportsystem diagnosticsroot cause analysisemail issues troubleshootingpassword resetsnetworking protocolscloud technologieshardware troubleshootingsoftware troubleshootingdocumenting client interactionsmaintaining accurate recordsconfiguration management
Soft Skills
charismaticcustomer service-centeredenergeticexcellent written and verbal communication skillsability to convey complex technical concepts to non-technical stakeholdersoutstanding problem-solving skillskeen attention to detailcustomer-focused mindsetbuild strong client relationshipsability to handle multiple tasksprioritize effectivelywilling to travel to client sites
Keywords for Your Resume
IT TechnicianHelp Deskticketing systemWindowsmacOSMac operating systemsMicrosoft 365remote technical supportsystem diagnosticstroubleshootingroot cause analysisemail issuespassword resetsnetworking protocolscloud technologiesIntunedocumentingmaintaining accurate recordsclient interactionsconfigurationshardware and software issuestravel to client sites
Deal Breakers
Must support both Windows and macOS operating systems, Must provide remote technical support, Must handle Microsoft 365 troubleshooting and provide password resets, Must be able to travel to client sites as needed (on-site role in Tampa, FL)
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