Senior IT Support Technician

**This is a direct hire, fully-remote position for our client. Candidates must be eligible to work in the U.S. without sponsorship or visa.**

Our Client is seeking a Senior IT Support Specialist to join its growing IT team supporting a fully remote workforce. This role is ideal for an experienced IT professional who enjoys solving complex problems, supporting end users, and continuously learning new technologies.

As part of a growing help desk organization, you'll provide elevated technical support, support identity and access management, and help build a mature Tier 1, Tier 2, and Tier 3 support model. This position offers a clear path for growth into systems administration, security, identity management, automation, and IT leadership roles. The ideal candidate is curious, customer-focused, eager to learn, and embraces AI-assisted workflows to improve efficiency and problem solving.

Responsibilities

• Manage and resolve a variety of help desk tickets.

• Solving escalated complex issues with clear documentation and recommendations.

• Support a fully remote workforce through ticketing systems, messaging platforms, and video support sessions.

• Manage users across Microsoft 365, Google Workspace, JumpCloud, Slack, Zoom, and other business applications.

• Manage user access, group memberships, MFA, passwords, and SSO permissions.

• Configure, deploy, track, and recover company devices while maintaining accurate asset records.

• Investigate and report security-related activities, including phishing reports, access reviews, and endpoint security support.

• Create and maintain knowledge base articles, runbooks, and user documentation.

• Identify recurring issues and recommend process, automation, and support improvements.

• Contribute to initiatives involving identity management, Zoom administration, networking, endpoint management, AI-driven support workflows, and future infrastructure projects.

Qualifications

• 3-5 years of experience in IT support, help desk, desktop support, or a related technical role.

• Experience supporting Windows and macOS environments.

• Familiarity with Microsoft 365, Google Workspace, JumpCloud, Okta, Entra ID, or similar platforms.

• Strong troubleshooting, problem-solving, and customer service skills.

• Excellent written and verbal communication abilities.

• Ability to explain technical concepts clearly to non-technical users.

• Strong attention to detail and ability to follow structured processes.

• Demonstrated ability to research issues independently before escalating.

• Experience using or willingness to adopt AI tools to improve efficiency and problem solving.

• Ability to thrive in a remote work environment with reliable internet access.

Nice to Haves

• Identity and access management experience.

• SSO, SAML, OIDC, or SCIM provisioning knowledge.

• MDM or endpoint management experience (JumpCloud, Intune, Jamf, etc.).

• Zoom administration or Zoom Contact Center experience.

• Networking knowledge and troubleshooting experience.

• Procurement or vendor management experience.

• Endpoint security experience with tools such as CrowdStrike or Microsoft Defender.

• Scripting or automation experience using PowerShell, Bash, Python, Google Apps Script, or Power Automate.

• Experience supporting distributed or remote teams.

• Experience improving knowledge bases, documentation, or support processes.

Our Vetting Process

At Emergent Staffing, we work hard to find the right fit for you and our clients. Here are the steps of our vetting process for this position:

1. Application (5 minutes)

2. Online Assessment (30 minutes)

3. Initial Video Interview (30-45 minutes)

4. Client Video Interview (60 minutes)

5. Hiring Manager Video Interview (60-90 minutes)

6. Job Offer!

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