IT Support Technician Position Summary NetGreene Solutions is seeking an IT Support Technician to provide technical support and IT services to our managed service clients. This position is primarily office-based and provides remote technical support, with periodic travel to client locations for troubleshooting, installations, maintenance, and project work. Approximately 15-20% of work may be performed at client sites. The technician is responsible for troubleshooting and resolving client technical issues, maintaining accurate service documentation, communicating effectively with clients, and escalating issues when appropriate. The position requires the ability to work independently while following established technical standards, service procedures, and escalation processes. Technicians work as part of a team and receive direction regarding priorities, escalations, and project assignments from technical leadership. Some scheduled or unscheduled after-hours, weekend, and holiday work may be required based on client needs, projects, maintenance requirements, or on-call responsibilities. This is a full-time position. Job Duties and Responsibilities Provide remote and on-site technical support to managed service clients. Troubleshoot and resolve hardware, software, operating system, network, printing, peripheral, and connectivity issues. Install, configure, maintain, and troubleshoot Windows workstations and related business applications. Support common Microsoft technologies including Microsoft 365, Windows, Active Directory, Entra ID, and related services. Perform basic troubleshooting of switches, wireless networks, firewalls, VPN connectivity, and other network infrastructure. Install, configure, and troubleshoot VoIP phones and telecommunications equipment. Deploy and configure computers, monitors, printers, network equipment, and other client technology. Perform workstation setup, replacement, migration, and user onboarding/offboarding activities. Assist senior technicians and engineers with server, network, cloud, security, telecommunications, and infrastructure projects. Take ownership of assigned service requests and incidents through resolution or appropriate escalation. Communicate clearly with clients regarding issue status, troubleshooting activities, expected next steps, and resolution. Identify issues requiring escalation and engage senior technical resources according to established procedures. Accurately document troubleshooting activities, configurations, resolutions, time worked, and client communications in the company's service desk/PSA system. Maintain accurate documentation of client systems, configurations, credentials, equipment, and network environments as appropriate. Observe client environments for potential technical, security, reliability, or operational concerns and report findings to technical leadership. Follow company technical standards, security practices, documentation requirements, and service procedures. Maintain a professional and customer-focused approach when communicating with clients and coworkers. Safely operate personal or company vehicles when traveling to client locations. Perform other technical duties and project work as assigned. Required Qualifications High school diploma or GED. Demonstrated working knowledge of computer hardware, Windows operating systems, software installation, and general IT troubleshooting. Basic understanding of TCP/IP networking, including IP addressing, DNS, DHCP, wired networking, and wireless networking. Ability to systematically troubleshoot technical problems and determine when escalation is appropriate. Ability to communicate technical information clearly and professionally to both technical and non-technical users. Strong written communication and documentation skills. Ability to manage multiple service requests and changing priorities in a client-service environment. Ability to work independently while following established procedures and escalation requirements. Ability and willingness to learn new technologies and troubleshooting methods. Valid driver's license and reliable transportation for travel to client locations. Ability to lift and carry equipment weighing up to 50 pounds when required. Must be at least 18 years of age. Must have unrestricted authorization to work in the United States. Must be able to meet company requirements related to driving and travel to client locations. Must be available for occasional scheduled or unscheduled after-hours and weekend work. Must be willing to complete any pre-employment screening required by company policy. Preferred Qualifications One or more years of professional IT support, help desk, desktop support, field service, or managed services experience. Previous experience working for a Managed Service Provider (MSP) or supporting multiple business environments. Experience supporting Microsoft 365. Experience with Active Directory and/or Microsoft Entra ID. Experience supporting Windows Server environments. Experience troubleshooting business networks, firewalls, switches, wireless access points, and VPN connectivity. Experience with VoIP or business telecommunications systems. Experience using a PSA, ticketing, remote monitoring and management (RMM), or remote support platform. Associate degree in Information Technology, Computer Science, Networking, or a related field. CompTIA A+, Network+, or equivalent industry certification. Microsoft, Cisco, or other relevant technical certifications. Skills and Characteristics Successful technicians in this position should demonstrate: Strong troubleshooting and problem-solving skills. Personal accountability and ownership of assigned work. Good time management and organizational skills. Attention to detail, particularly when documenting technical work. Ability to prioritize work in a changing service environment. Willingness to ask questions and escalate when appropriate. Ability to work effectively both independently and as part of a technical team. Professional communication and customer-service skills. Interest in continuing to develop technical knowledge and skills. About NetGreene Solutions NetGreene Solutions and CrossPath Telecom Network provide managed information technology and telecommunications services to businesses throughout the markets we serve. Our team designs, implements, supports, and manages technology solutions including end-user computing, servers, networking, cloud services, cybersecurity, and business telecommunications. We focus on developing long-term client relationships by providing responsive technical support, practical technology solutions, and ongoing management of our clients' IT environments. We are looking for technicians who take ownership of their work, communicate well with clients and coworkers, and want to continue developing their technical skills as part of an experienced IT team.

Position Details Job Type:

Full-time Work Environment:

Primarily office-based with regular remote client support and periodic travel to client locations. Approximately 15-20% on-site work may be expected depending on client and project requirements. Benefits Health insurance Life insurance Paid time off

Pay:

$55,000.00 - $68,000.00 per year

Benefits:

Health insurance Life insurance Paid time off Application Question(s): Do you have a valid driver's license and reliable transportation for occasional travel to client locations? How many years of professional IT support, help desk, desktop support, or field service experience do you have? How many years of experience do you have supporting Windows desktops in a business environment? Do you have experience supporting Microsoft 365 in a business environment? Are you comfortable communicating directly with clients, both remotely and in person, while troubleshooting technical problems? Do you have experience troubleshooting basic TCP/IP networking, including IP addressing, DNS, DHCP, Wi-Fi, and connectivity issues? A user's computer has an IP address of 169.254.25.10 and cannot access the network. What does this typically indicate, and what would you check first? A user can access websites by IP address but cannot access them by name. What service would you investigate first? A user calls and says, "My computer can't get to the internet." Briefly describe the first few things you would check before escalating the ticket. You are working on a client issue and have spent approximately 20-30 minutes troubleshooting without making progress. What would you do next?

Work Location:

In person