Description
Engineered Cooling Services (ECS) is currently seeking an individual to join our growing team as the IT Support Technician. At ECS, our people are our most important resource along with a deep commitment to our community. We continually strive to attract the best employees in the industry by offering competitive salary, advancement opportunities, excellent benefit packages and multi-level training opportunities.
Position Description
We are seeking an IT Support Technician to provide responsive, customer-focused technical support to end users in our Pensacola headquarters and remote locations. This role supports Microsoft Windows desktops/laptops and business applications including Microsoft Dynamics GP/Wennsoft and Microsoft 365. The ideal candidate is organized, communicates clearly, and can troubleshoot issues across hardware, software, identity, and connectivity in a fast-paced environment.
Workplace Values
The team member will be expected to operate in line with our core values which are:
- Community
- Excellence
- Fairness
- Growth
- Loyalty
Responsibilities
- Provide Tier 1-2 help desk support for Windows desktops/laptops, Microsoft 365 apps, and core business applications (Dynamics GP/Wennsoft).
- Manage and resolve support requests through the ticketing system (Zendesk), meeting established service levels and documenting work performed.
- Troubleshoot issues related to user accounts, permissions, printers, VPN/connectivity, and common application errors; escalate complex issues when appropriate.
- Support onboarding/offboarding by preparing accounts, licenses, hardware, and access; ensure timely setup and secure deprovisioning.
- Deploy, configure, and maintain endpoints using RMM tooling (NinjaOne or similar) and MDM (Microsoft Intune), including patching and software deployment.
- Assist with endpoint security tasks such as monitoring and remediation using tools like SentinelOne, and follow IT security policies and procedures.
- Support iPhones/iPads via Apple Business Manager and related mobile configurations, including troubleshooting and device provisioning.
- Perform basic network and device support (e.g., Meraki switches/APs), coordinate with vendors/ISPs as needed, and help maintain reliable service.
- Assist with server and infrastructure support activities under guidance (Windows Server, RDS, SQL Server), including user access and routine operational tasks.
- Maintain accurate asset inventory and create/maintain IT documentation, knowledge base articles, and standard operating procedures.
Benefits
We are committed to helping you reach your professional, personal and financial goals. Our people are our most important resource. We continually strive to attract the best employees in the business by offering competitive compensation packages that include:
- Major health and dental insurance
- Life insurance
- Long term disability
- 401K with company match
- Paid sick, vacation and holidays (8)
- Professional training and industry certification
- Referral incentives
- Continuing education reimbursement
Requirements
- Required: 1+ years of help desk/desktop support experience, or an equivalent combination of education and experience.
- Required: Strong troubleshooting methodology and customer-service mindset; ability to communicate technical concepts clearly.
- Required: Working knowledge of Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, Word/Excel), and basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
- Required: Experience working tickets end-to-end (intake, triage, resolution, documentation) and prioritizing multiple requests.
- Required: Ability to work onsite Monday-Friday (8:00 a.m.-5:00 p.m.); occasional after-hours support as needed.
- Preferred: Experience supporting Microsoft Dynamics GP and/or Wennsoft.
- Preferred: Experience with RMM tools (NinjaOne preferred; equivalent accepted) and ticketing platforms (Zendesk).
- Preferred: Experience with Meraki networking, endpoint security tools such as SentinelOne, and general security best practices.
- Preferred: Familiarity with Microsoft Intune (MDM), Windows Server, RDS, and Microsoft SQL Server.
- Preferred: Experience with Apple Business Manager and supporting iPhones/iPads in a managed environment.