[Hiring] Support Technician Specialist @DLB Associates

Role Description

The Support Technician serves as the first line of support for all end-user technical requests in a fully remote, mainly Windows and Microsoft-based environment along with some iOS (iPhone/iPad). This role involves troubleshooting operating system issues, Microsoft application problems, network connectivity challenges, and peripheral device setups. The Support Technician also manages licensing requests for non-standard software and hardware/peripheral orders, ensuring timely response and resolution.

When more complex or specialized issues arise – such as custom engineering or proprietary software troubleshooting – the Support Technician triages and escalates these tickets to the appropriate teams or individuals. This role requires a strong customer-focused mindset, problem-solving skills, and diligence in documenting resolution steps for the organization’s knowledge base. You will be expected to learn and become familiar with various engineering and custom software applications, working both independently and collaboratively to deliver high-quality technical support.

This person will communicate and operate in line with organizational goals and values, as well as departmental objectives.

Qualifications

• Strong familiarity with Windows OS (Windows 10/11) and Microsoft 365 applications (Teams, Outlook, SharePoint, etc.).
• Familiarity with iOS for iPhones and iPads.
• Basic understanding of networking concepts (e.g., DNS, DHCP, VPN).
• Demonstrated aptitude for learning new technologies, including specialized engineering and custom software.
• Excellent interpersonal skills, with a patient and empathetic approach when assisting users.
• Commitment to user satisfaction and responsive communication.
• Skilled in maintaining clear, concise records of support activities and resolutions.
• Willingness to regularly update and improve the internal knowledge base.
• Ability to collaborate in a remote team setting and handle escalations effectively.
• Self-motivated with the capacity to work under limited supervision.
• Proven ability to handle multiple tickets and tasks simultaneously, meeting deadlines and service-level agreements.

Requirements

• Minimum of a Bachelor degree in Information Technology, Computer Science, or related discipline.
• 10 years of experience in Information Technology.

Benefits

• Choice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option).
• Flex spending accounts (FSA).
• Dental and vision plans.
• Comprehensive medical, dental and vision benefits extended to spouse/domestic partner and dependent children up to age 26.
• 401k with company match and self-directed brokerage account option.
• PTO including additional paid time off during the last week of the year.
• Company paid life insurance coverage for employees and their eligible dependents.
• Short and long-term disability, AD&D coverage.
• Professional development opportunities, tuition reimbursement and professional licensing assistance.
• Paid parental leave after one year of employment.