[Hiring] IT Support Technician @Sawdey Solution Services

Role Description

This position falls under the umbrella of Sawdey’s Managed Services Division (MSD). The IT Support Technician (Tier 1) will handle incoming calls, client support tickets, and technical project tasks. The candidate must be a team player and provide excellent customer service to our clients. This is a great opportunity for an IT or helpdesk individual looking to learn and get into the managed services and information security fields.

• Provide desktop and laptop support to client end-users, including setting up operating system images and shipping hardware to employees.
• Work on client support requests (i.e., password resets, application issues, hardware issues).
• Perform basic networking setup and diagnostics.
• Maintain accurate time tracking and follow Sawdey MSD timekeeping procedures.
• Understand and adhere to Cybersecurity Maturity Model Certification (CMMC) requirements.
• May serve as a mentor to fellow Sawdey MSD team members.
• Participate in an on-call rotation.
• Perform other duties, as assigned.

Qualifications

• Two (2) to four (4) years of IT-related experience.
• Experience working with at least some of the following:
  • Windows Server 2016-2022 and Active Directory
  • Windows 11
  • Mac OSX
  • Office 365 and Azure Active Directory
  • Endpoint Detection & Response (EDR) platform
  • Firewalls/Routers
  • Wireless
  • Printers
  • Configuration Management and Maintenance
  • IT Documentation
  • Helpdesk and Client Management
  • Project and Ticket Management
  • Managed Services background preferred
• Associate or bachelor’s degree preferred.

Requirements

• Must be able to effectively communicate with customers and fulfill all duties and responsibilities as listed in the contract.
• Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, and Outlook.
• Must be able to communicate and collaborate with corporate employees, clients, and colleagues in a professional, respectful, and timely manner.
• Must have daily and accurate time entry accounting for all service and non-service tasks.
• Must be able to articulate technical information to non-technical people.
• Must be self-motivated and self-directed with the ability to work with minimal direction and oversight.
• Must be able to pay very close attention to detail.
• Must be able to participate in an on-call rotation.
• Must be able to use personal smartphone devices on an as-needed basis to perform job-related tasks such as supporting on-call rotation, accessing Microsoft Teams and Outlook, and enabling/signing into multi-factor authentication (MFA) applications.
• Please Note: Incoming and Outgoing calls are made via an assigned extension in Microsoft Teams desktop. There is no requirement to use a personal smartphone device to support phone calls.
• Some travel (up to 25%) will be required.

Background Check Requirements

• Must be able to pass a favorable Background Check.

US Citizenship Requirements

• To comply with CMMC requirements, as well as U.S. Government contracts, U.S. citizenship is required.