IT Support Technician

Title IT Support Technician Req Number INF-26-00008 Requisition Category active Full-Time/Part-Time Full-Time Location Remote, NH Description Pay Rate: The annual base salary range for this position $55k to $65k. Please note that the salary information is a general guideline only. At Sawdey Solution Services, we recognize that attracting the best talent is key to our strategy and success as a company. We will consider several factors when extending an offer to an applicant. These factors include (but are not limited to) the position, associated responsibilities, work experience, education, related training, and related skills. Position Location: Remote, NH Position Location Specifics: 1-to-2-hour drive from Plymouth, NH. Work Environment: Remote/Telework/Work from Home with occasional travel to client sites in and around Plymouth, NH Who You'll Report To: This position will report directly to the IT Service Manager. About the Role: This position falls under the umbrella of Sawdey's Managed Services Division (MSD). Sawdey MSD is a full-service Managed Service Provider (MSP)/Managed Security Service Provider (MSSP) providing IT and/or cybersecurity services to a variety of different clients (defense/government contractors, municipalities, non-profits, commercial organizations, etc.). The IT Support Technician (Tier 1) will handle incoming calls, client support tickets and technical project tasks. The candidate must be a team player and provide excellent customer service to our clients. This is a great opportunity for an IT or helpdesk individual looking to learn and get into the managed services and information security fields. Additional Responsibilities Include, but are not Limited To: Provide desktop and laptop support to client end-users, to include setting up operating system images, and shipping hardware to employees. Work clients support requests (i.e., password resets, application issues, hardware issues). Perform basic networking setup and diagnostics. Maintain accurate time tracking and follow Sawdey MSD timekeeping procedures. Understand and adhere to Cybersecurity Maturity Model Certification (CMMC) requirements. May serve as a mentor to fellow Sawdey MSD team members. Participate in an on-call rotation. Perform other duties, as assigned. Experience Requirements: Two (2) to four (4) years of IT-related experience. Must have experience working with at least some of the following: Windows Server 2016-2022 and Active Directory Windows 11 Mac OSX Office 365 and Azure Active Directory Endpoint Detection & Response (EDR) platform Firewalls/Routers Wireless Printers Configuration Management and Maintenance IT Documentation Helpdesk and Client Management Project and Ticket Management Managed Services background preferred Education Requirements: Associate or bachelor's degree preferred. Other Required Skills & Abilities: Must be able to effectively communicate with customers and fulfill all duties and responsibilities as listed in the contract. Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, and Outlook. Must be able to communicate and collaborate with corporate employees, clients, and colleagues in a professional, respectful, and timely manner. Must have daily and accurate time entry accounting for all service and non-service tasks. Must be able to articulate technical information to non-technical people. Must be self-motivated and self-directed with the ability to work with minimal direction and oversite. Must be able to pay very close attention to detail. Must be able to participate in an on-call rotation. Must be able to use personal smartphone devices on an as-needed basis to perform job-related tasks such as supporting on-call rotation, accessing Microsoft Teams and Outlook, and enabling/signing into multi-factor authentication (MFA) applications. Please Note: Incoming and Outgoing calls are made via an assigned extension in Microsoft Teams desktop. There is no requirement to use a personal smartphone device to support phone calls. Some travel (up to