Twisted Computing Inc. is seeking an IT Infrastructure & Support Lead to join our technical team. This position provides both remote and onsite technical support to our commercial and K-12 clients and will be responsible for troubleshooting, maintaining, deploying, and supporting a wide range of technology systems. The ideal candidate will have strong troubleshooting and customer service skills and be comfortable working independently in both office and field environments. This position requires regular interaction with clients and end users, as well as travel to client locations for service calls, installations, and project work.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide remote and onsite technical support to clients and end users Diagnose and resolve hardware, software, operating system, network, printing, and connectivity issues Install, configure, deploy, maintain, and troubleshoot desktops, laptops, printers, mobile devices, and other technology equipment Perform onsite field service at commercial and K-12 client locations Install, configure, maintain, and troubleshoot network equipment including switches, wireless access points, firewalls, and related infrastructure Support Microsoft Windows environments, Microsoft 365, Google Workspace, and other commonly used business applications Assist with user account creation, permissions, password resets, device provisioning, and account administration Perform workstation deployments, replacements, upgrades, and migrations Troubleshoot wired and wireless network connectivity issues Assist with server, network, infrastructure, and technology deployment projects Manage assigned helpdesk tickets from initial response through resolution and maintain accurate documentation of work performed Escalate complex technical issues when appropriate and work collaboratively with other technical staff toward resolution Communicate directly with clients and end users regarding technical issues, service status, and resolutions Document technical procedures, configurations, troubleshooting steps, and completed work Assist with the management, organization, and deployment of company and client equipment and inventory Travel to client locations as required for service calls, installations, troubleshooting, and project work Other related duties as assigned

QUALIFICATIONS

Strong troubleshooting and problem solving skills Excellent customer service and communication skills Working knowledge of Microsoft Windows desktop operating systems Working knowledge of computer hardware, peripherals, printers, and related equipment Understanding of TCP/IP networking, DHCP, DNS, wireless networking, and general network troubleshooting Familiarity with Microsoft 365 and Google Workspace environments Ability to diagnose and resolve common hardware, software, and network issues independently Ability to prioritize and manage multiple service requests and assignments Ability to communicate technical information clearly to both technical and nontechnical users Ability to work independently while also collaborating effectively with other members of the technical team Must possess a valid driver's license and be able to travel to client locations throughout the region Must be a U.S. citizen or be able to comply with applicable U.S. export regulations Successful candidates must be willing to submit to and obtain all necessary background checks and clearances required by the Commonwealth of Pennsylvania for work within school environments

PREVIOUS EXPERIENCE / EDUCATIONAL QUALIFICATIONS

Associate degree in Computer Science, Information Technology, or a related field preferred; equivalent professional experience may be considered in lieu of post secondary education 2 or more years of professional IT support, helpdesk, desktop support, field service, or related experience preferred Windows support experience required Experience with Microsoft 365, Google Workspace, networking, or managed IT services preferred Relevant industry certifications are a plus but not required

BENEFITS TO WORKING AT TWISTED COMPUTING

Competitive pay Medical, dental, and vision insurance Paid time off Paid holidays Overtime pay Company provided technology and equipment Opportunities for professional development and advancement We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by applicable law.

Job Type:

Full time

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Schedule:

8 hour shift Day shift Monday to

Friday Work Location:

In person with travel to client locations

Pay:

$50,000.00 - $60,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person