IT Support and Systems Technician

We are seeking an IT Support and Systems Technician to support our Apple-focused, mixed macOS/Windows environment and assist with Windows systems administration. The ideal candidate brings strong macOS expertise, working knowledge of Windows Server and Active Directory, and a passion for exceptional end-user support.

The IT Support and Systems Technician provides hardware and software support to approximately 200 Windows and Mac users, including setup and delivery of new equipment. The role is the first line of response for laptops, software, printers, audio/visual equipment, and phones. Support is provided by phone, email, chat, remote session, or in person.

The role also assists with Windows systems administration, including Windows Server, Active Directory, and related infrastructure, and serves as backup for routine server maintenance, patching, and monitoring.

Will provide prompt initial response to all assigned requests, ensuring a high standard of customer service is met or exceeded.

ESSENTIAL RESPONSIBILITIES

- Install, configure, and troubleshoot macOS and Windows devices, peripherals, printers, and software, providing Tier 1 and Tier 2 support through Jira Service Management within established SLAs.

- Provision new devices using zero-touch enrollment (Apple Business Manager, Windows Autopilot) and deploy OS and application updates through Mosyle, testing on pilot devices first.

- Manage user onboarding and offboarding, including Active Directory, Microsoft Entra ID, and Microsoft 365 accounts, MFA enrollment, and password resets.

- Monitor device compliance, encryption, and SentinelOne EDR alerts, and investigate and remediate tickets from the MDR provider, escalating confirmed security incidents.

- Maintain hardware and software asset and license inventory, recommend upgrades and refresh cycles, and securely wipe and document devices for redeployment or disposal.

- Support audio/visual and video conferencing systems.

- Train users, maintain knowledge base articles, and recommend process improvements and automation opportunities.

- Coordinate with third-party hardware, software, and SaaS vendors.

- Assist with administering physical and Hyper-V virtual Windows servers, including configuration, monitoring, and patching under change management procedures.

- Assist in managing Active Directory, Group Policy, DNS, DHCP, file shares and permissions, print servers, and Entra Connect hybrid identity synchronization.

- Monitor backup jobs and assist with data restores and disaster recovery testing.

- Develop PowerShell scripts to automate routine tasks and document server configurations and procedures.

ESSENTIAL SKILLS

- Excellent customer service skills, with the ability to work professionally and courteously with employees at all levels.

- Experience supporting macOS devices and applications such as Adobe Creative Cloud and Microsoft 365 in a mixed macOS/Windows environment.

- Knowledge of Windows 11 support and basic networking (TCP/IP, DNS, DHCP, Wi-Fi, VPN).

- Working knowledge of Windows Server (2019 or later), Active Directory, Group Policy, Hyper-V, and backup and recovery tools.

- Experience with PowerShell scripting for administration and automation.

- Experience with Jira Service Management, Mosyle, and SentinelOne, or comparable ITSM, MDM, and EDR tools.

- Working knowledge of security best practices, including MFA, encryption, phishing awareness, and least-privilege access.

- Familiarity with generative AI tools (e.g., Microsoft Copilot, Claude, ChatGPT) and the ability to help users adopt them responsibly.

- Independent, highly motivated, able to multitask and quickly learn new technologies, with strong written, verbal, and presentation skills .

MINIMUM QUALIFICATIONS

- Minimum 3-5 years IT experience in service desk/technician function.

- Previous experience supporting Apple hardware and software, including Adobe Creative Cloud and font management software.

- Experience supporting Windows hardware and software, including exposure to Windows Server and Active Directory administration.