IT Support Technician

What You'll Do

Incident Management

·         Be the first point of contact for IT incidents via our ticketing system, email, and phone

·         Perform remote hardware and software troubleshooting using RMM and remote access tools

·         Guide users through diagnostic steps to identify root causes

·         Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation

·         Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings

Request Fulfillment

·         Process user requests including access provisioning, equipment, and software installations

·         Submit equipment requests for approval per established workflows

·         Fulfill standard service requests using predefined procedures and SLA targets

Identity & Access Management

·         Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning

·         Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365

·         Manage password resets and MFA set up per ACG Holdings security policy

Asset & Configuration Management

·         Maintain accurate hardware inventory records in our asset tracking system

·         Update digital logs for equipment issuance, returns, and lifecycle status

Knowledge & Security

·         Create and maintain documentation for common issues and standard procedures

·         Contribute knowledge base articles for end users and internal IT reference

·         Triage potential phishing and spam reports, and escalate suspected security incidents immediately

·         Educate users on security best practices during support interactions

Continual Improvement

·         Identify recurring issues and suggest process improvements

·         Provide feedback on gaps in documentation or workflows

Requirements

Required

·         1+ years of experience in an IT support, help desk, or service desk role (internships and customer-facing technical roles count)

·         Working knowledge of Windows desktop environments and Microsoft 365

·         Familiarity with Active Directory or Azure AD / Entra ID for basic account administration

·         Strong written and verbal communication skills — you can explain technical concepts to non-technical users

·         Clear documentation habits and attention to detail

·         Customer-service mindset and patience under pressure

·         Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Freshservice

·         Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software

Nice to Have

·         CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification

·         Familiarity with ITIL v4 foundations or other service management frameworks

·         Basic scripting (PowerShell) for routine task automation