IT Support Technician

Position Summary

SRS Acquiom is seeking an IT Support Technician to join our IT Support team. The IT Support team is responsible for all areas of internal desktop and cloud app support, hardware support, and maintains network infrastructure for our office locations. This team supports an environment of 75% macOS machines and 25% Windows machines.

The ideal candidate will support internal clients, has an understanding of laptop and mobile device troubleshooting, is eager to learn and grow their skillset, and contribute to new ideas and projects in a diverse, fast-paced, deadline driven environment.

Compensation: The hourly rate for this role is between $31.25 and $36.06, depending on level of experience.

Location: This is an on-site and in-person hybrid position based out of Denver, CO.

Primary Responsibilities

• Provide hardware and software support for both in-person and remote clients with macOS and Windows systems, with the majority being macOS devices
• Prioritize, assign, and respond to internal client issues (submitted via ticketing system or in-person); manage tickets through to completion
• Perform end-user training on macOS and other company-provided software and hardware
• Perform diagnostics to collect information to determine and correct the source of error and isolate performance issues
• Test and deploy new software, hardware, procedures, installation, conversion and upgrade activities
• Maintain database of all staff inventory, user accounts and logins to facilitate on/off-boarding process
• Engage with vendors when necessary to research issues and determine and implement recommended solutions
• Maintain inventory levels of equipment to facilitate on-boarding process.
• Provision user accounts in cloud apps, VoIP system, cloud faxing, copiers, and secure printing management system
• Manage new employee onboarding process from creating accounts to provisioning devices to in-person training and IT orientation on Day 1
• Maintain employee backup system as part of Disaster Recovery/Backup Plan
• Automate help desk tasks and maintain security profiles via MDM software (JAMF/Intune) for laptops and company smartphones
• Follow documented troubleshooting procedures and standards
• Contribute ideas and recommendations to and assist in writing IT/Admin and Tech Training documentation
• Other tasks as assigned

Required Qualifications & Skills

• Bachelor's Degree preferred, or equivalent combination of education, training, and experience
• 0-2 years experience supporting macOS laptops or desktops in an enterprise environment
• Experience supporting computers running macOS (10.14 to current) and Windows 10 and 11, cloud-based email and productivity tools (Office 365 & Google G-Suite), and mobile devices running iOS
• Proven ability to listen respectfully and communicate effectively with non-technical staff
• Computer configuration and application setup experience with equal weight given to Windows and macOS
• Experience installing, and troubleshooting network infrastructure and technologies including wired and wireless infrastructure, VoIP, and managed printing
• Experience using centralized management/MDM tools for OS configuration and administration
• Knowledge of basic printer maintenance tasks such as clearing paper jams and toner replacement
• Ability to follow written documentation for tasks and procedures

Desired Characteristics

• Experience configuring networking switches and firewalls (ie. VLAN assignments, switchport settings, DHCP, firewall policies) Experience configuring cloud apps for Single Sign-On with Active Directory or other SSO provider (ie. OKTA, OneLogin, JumpCloud)
• Experience with Windows Server/Active Directory, Bash scripting for macOS, virtualization, and help desk automation
• Experience working in financial services or legal environments

Physical Requirements/Special Demands

• Must be available to work standard business hours, and occasional nights/weekends.
• Must be able to work on-site in our Denver office
• Must be able to routinely lift 30 lbs

We are unable to sponsor or take over sponsorship of employment visas. Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship to move forward in the hiring process.

Fraud & spam screening. We use tools in our applicant tracking system to help detect potentially fraudulent or spam applications. These tools analyze limited technical and contact information (such as IP address, device/browser signals, and email/phone characteristics) to flag patterns that may indicate automated, inauthentic, or suspicious activity. Flags are used to prioritize human review and do not, by themselves, determine hiring outcomes. Learn more in our Privacy Policy.

If you apply for a role with us, we may collect and process recruiting-related information through our applicant tracking system, including your resume/CV, work history, education, references, communications, and recruiting-related metadata. For US candidates, we may also use tools within our applicant tracking system to help detect potentially fraudulent or spam applications by analyzing limited technical and contact information (such as IP address, device/browser signals, and email/phone characteristics) to flag suspicious patterns for human review. US candidates at certain stages of the recruiting process may be required to complete identity verification through CLEAR. In that process, candidates provide information directly to CLEAR, including biometric data, such a facial and iris scans, as well as government-issued identification. CLEAR acts as an independent controller for the information it collects during verification. We receive only limited identity verification results/status and certain cross-reference fields (such as name, email, phone number, and IP address) within our applicant tracking system, and we do not receive or store government ID images, images, or biometric data from CLEAR. For information on how CLEAR collects, retains, and destroys biometric data, please visit: https://www.clearme.com/clear1-credential-policy-crp

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without advanced notice.

With respect to its programs, services, activities, and employment practices, SRS Acquiom Inc. assesses qualified individuals without regard to their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), age, national origin, disability, veteran status, genetic information, or other protected status. Requests for reasonable accommodation or the provision of auxiliary aids should be directed to Human Resources.