IT Support Technician (Help Desk)

- Serve as the main point of contact for client support, answering calls, responding to emails, and managing tickets in Autotask PSA with a solution-focused attitude - Provide first-level troubleshooting and solutions for common IT issues regarding Windows 11 desktops/laptops, Microsoft 365 (Entra ID, Teams, Outlook, OneDrive, etc.), printers, basic networking, and software applications - Assist with hardware-related issues for desktops, laptops, mobile devices, printers, and peripherals - Configure and resolve network connectivity challenges related to LAN, VPN, DNS, TCP/IP protocols, and network devices - Manage user accounts and permissions within Active Directory and control access within our IT infrastructure - Support basic network administration roles such as establishing VPN connections, handling DNS records, and monitoring network performance - Utilize remote tools to proactively diagnose, address, and oversee client systems - Escalate more complex issues to higher-level technicians while ensuring clients are kept informed and updated - Accurately document all interactions in tickets to maintain clear records and support team collaboration - Assist with fundamental cybersecurity responsibilities, including phishing awareness, endpoint protection, and compliance checks, particularly for our HIPAA-focused healthcare clients - Occasionally travel to local client locations for direct support, primarily within the Chicagoland area (mileage expenses reimbursed) - Contribute to a team atmosphere where client satisfaction and ongoing learning are the main priorities - Help in documenting processes and best practices to enhance team efficiency