Support Technician Specialist

AI2IO recognizes salary ranges from job boards do not necessarily reflect our pay ranges. In many instances we out-compete those ranges for well-qualified candidates.

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.

• Incident Triage & Resolution: Serve as the primary point of contact for incoming support requests related to Windows OS, Microsoft 365 apps (e.g., Teams, Word, Excel), peripheral devices, and iPhone/iPads.
• Root Cause Analysis: Gather pertinent details from end-users to diagnose and resolve technical issues efficiently, ensuring minimal disruption to productivity.
• Network & Connectivity: Provide basic network connectivity & file access support escalating complex network problems to the appropriate team when necessary.

• Software Licensing Requests: Process user requests for non-standard software licensing, coordinate with vendors or internal stakeholders, and ensure compliance with company policies.
• Hardware & Peripheral Orders: Respond to and fulfill orders for new devices or peripherals, collaborating with suppliers to manage procurement and shipping.
• License Tracking & Management: Keep accurate records of software licenses and subscriptions, assisting in renewals or updates as required.

• Custom & Engineering Software: Triage issues involving specialized engineering or proprietary applications, escalating to subject matter experts or development teams when in-depth knowledge is required.
• Cross-Team Coordination: Work closely with Application, Software / DevOps, and Security teams to ensure seamless user experiences and proper handoffs on advanced technical issues.
• Feedback Loop: Provide insights to management and peers on trends in support requests, helping refine processes and improve service delivery.

• Detailed Issue Recording: Maintain accurate and detailed records of troubleshooting steps and resolutions within the help desk system.
• Knowledge Base Contributions: Create and update user-friendly articles and guides to enable self-service solutions and knowledge sharing.
• Process Improvement: Identify recurring issues, propose enhancements to documentation, and proactively recommend efficiency improvements in support processes.

• Performs Other Related Duties as Assigned

• Up to 5%, this may include travel to any or all 50 US states
• Travel is defined as physically leaving home on behalf of business activities including but not limited to client sites, meetings with other employees, meeting for business development purposes, running errands on behalf of the business, attending industry conferences, etc.

• Minimum of a Bachelor degree in Information Technology, Computer Science, or related discipline

PLUS

• 10 years of experience in Information Technology

AI2IO does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to AI2IO in the absence of a signed Service Agreement where AI2IO has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of AI2IO and AI2IO will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.