IT Support Technician - Managed Services

• Proactive Problem Solving: Deliver exceptional technical support focused on first-call resolution. Incorporate AI tools (e.g., generative AI or automated scripting) to enhance troubleshooting efficiency.
• Tiered Support & Escalation: Participate in a tiered structure, managing vendor escalations while exploring AI-driven solutions for complex issues.
• Monitoring & Management: Perform recurring tasks using AI-powered analytics to proactively identify and resolve potential system events before they impact the client.
• Security-First Mindset: Configure and troubleshoot systems with an eye toward AI-enhanced threat detection, patch management, and predictive security.
• Communication: Deliver timely, professional updates to clients and internal teams, utilizing AI-assisted communication tools for streamlined reporting.
• Hybrid Flexibility & "Smart Hands": While primarily working in a remote capacity, you will occasionally work onsite at customer locations to install firewalls, switches, and access points, or act as "Smart Hands" for remote engineers.
• Innovation Projects: Contribute to special projects, such as piloting new AI features within our support ecosystem.

• OS Support: 2+ years of experience supporting Windows 10/11 and Microsoft 365 in business environments.
• Networking: Strong understanding of TCP/IP fundamentals (DNS, DHCP) and basic network optimization.
• System Admin: Proficiency in Microsoft Exchange administration and Windows system management tools.
• Security: Familiarity with antivirus, malware protection, and interest in AI-based security technologies.
• AI Enthusiasm: A process-driven approach to troubleshooting with an interest in ChatGPT, Copilot, or custom AI scripts for IT tasks.
• Soft Skills: Performance-driven accountability with excellent interpersonal and written communication skills.

• Experience: Minimum 2+ years in IT infrastructure support (MSP environment preferred).
• Certifications (One or more preferred): * CompTIA A+, Network+, or Security+ Microsoft Certified (Azure Fundamentals or MS-900) AI-related certifications (Google AI Essentials or Microsoft AI-900) are a significant plus.
• Microsoft Certified (Azure Fundamentals or MS-900)
• AI-related certifications (Google AI Essentials or Microsoft AI-900) are a significant plus.

• Mobility: Valid Driver’s License and a reliable personal vehicle (for occasional onsite visits).
• Remote Setup: Reliable high-speed internet and a dedicated, professional home office workspace.

• Ability to sit for extended periods for remote support.
• Ability to lift 30+ pounds and perform physical tasks (bending/flexing) during equipment transport and installations.

iServ?

• Innovation: We value work-life balance and empower our team to explore new technologies.
• Growth: Opportunities for professional development, including specialized AI training.
• Benefits: Competitive hourly pay, comprehensive medical/dental/vision coverage, and paid time off.