IT Support Technician
Swooped · United States
- Hybrid
- Full-time
- $75,000 / year
- United States
Job highlights
- Provide IT support for ~90 employees.
- Administer Microsoft 365 environments.
- Manage employee onboarding and offboarding.
- Offer patient, hands-on technical assistance.
- Collaborate across all organizational levels.
About the role
About the Opportunity
The organization is the most effective and innovative public relations and integrated marketing solutions firm, powered by proprietary technology to enable brands and their founders and marketing leaders to enhance the quality of their businesses and their lives. The organization has hundreds of team members worldwide and is rapidly growing. The organization was named "One of America’s Best PR Agencies" by Forbes.The organization has an unwavering commitment to fostering a collaborative and performance-driven work environment. Team members are encouraged to innovate and share ideas openly and are provided with tremendous opportunities for professional growth.
The Role
The company is looking for a dedicated, full-time IT Support Technician to support day-to-day helpdesk operations at the organization and its affiliated companies. This role will be responsible for providing reliable, responsive technical support across the organization, ensuring employees have the tools and support they need to be successful.The IT Support Technician will manage core IT functions including Microsoft 365 administration, employee onboarding and offboarding, account and access management, and general troubleshooting. This person will act as the primary point of contact for technical support, working closely with employees across all levels of the organization—many of whom are non-technical and require clear, patient, and hands-on assistance.
This is a highly visible and collaborative role where the ideal candidate will feel like an integrated member of the team rather than a traditional ticket-based support function.
Key Responsibilities
- Provide day-to-day IT support for approximately 90 employees, handling 30–80 monthly support requests across a range of L1 technical issues
- Serve as the primary helpdesk contact, delivering timely and effective support via phone, email, and messaging platforms
- Administer and maintain Microsoft 365 environments, including Exchange, Teams, SharePoint, and Intune
- Manage employee onboarding and offboarding processes, including account creation, license assignment, access provisioning, and equipment setup
- Perform routine IT tasks such as password resets, email alias creation, user permissions, and basic system troubleshooting
- Support device management, including configuration and maintenance of laptops and mobile devices
- Assist with IT documentation, knowledge base development, and process improvements to enhance efficiency and user experience
- Collaborate with internal teams and external IT vendors or managed service providers as needed
- Maintain a high level of customer service, ensuring a positive and supportive experience for all employees
- Identify opportunities to streamline IT workflows, improve systems, and enhance overall support operations
Required Qualifications
- 5–7 years of experience in IT support, helpdesk operations, or a related technical support role
- Strong experience with Microsoft 365 administration, including Exchange, Teams, SharePoint, and Intune
- Experience managing user accounts, permissions, and onboarding/offboarding processes in a business environment
- Excellent troubleshooting skills across common hardware, software, and connectivity issues
- Strong verbal communication skills with the ability to explain technical concepts clearly to non-technical users
- Patience and a customer-first mindset, with a willingness to provide hands-on support and guidance
- Experience supporting a remote workforce
- Strong organizational skills and ability to manage multiple requests simultaneously
- Ability to work independently while staying highly responsive and collaborative
- Comfortable working U.S. business hours
Key skills/competency
- IT Support Technician
- Helpdesk Operations
- Microsoft 365 Administration
- Employee Onboarding and Offboarding
- User Account Management
- Technical Troubleshooting
- Customer Service
- Remote Workforce Support
- IT Documentation
- Process Improvement
Skills & topics
- IT Support
- Helpdesk
- Microsoft 365
- Technician
- IT Operations
- Technical Support
- System Administration
- Employee Onboarding
- User Support
- Troubleshooting
How to get hired
- Tailor your resume: Highlight 5-7 years of IT support experience, Microsoft 365 administration, and user management skills.
- Showcase troubleshooting expertise: Emphasize your ability to resolve hardware, software, and connectivity issues for non-technical users.
- Demonstrate customer service: Provide examples of your patient, hands-on support and experience with remote teams.
- Prepare for interviews: Be ready to discuss your experience with onboarding/offboarding and collaborating with vendors.
Technical preparation
Master Microsoft 365 administration.,Practice user account provisioning.,Simulate troubleshooting common issues.,Familiarize with remote support tools.
Behavioral questions
Describe a complex technical issue resolved.,How do you handle non-technical users?,Share an onboarding/offboarding process experience.,How do you prioritize multiple support requests?
Frequently asked questions
- What are the key responsibilities of an IT Support Technician at this company?
- The IT Support Technician will provide day-to-day helpdesk support for approximately 90 employees, manage Microsoft 365 environments, handle employee onboarding/offboarding, perform troubleshooting, and offer excellent customer service. This role involves being the primary point of contact for technical issues.
- What technical skills are essential for the IT Support Technician role?
- Essential technical skills include strong experience with Microsoft 365 administration (Exchange, Teams, SharePoint, Intune), user account management, onboarding/offboarding processes, and general hardware, software, and connectivity troubleshooting.
- What experience level is required for the IT Support Technician position?
- The company requires 5-7 years of experience in IT support, helpdesk operations, or a closely related technical support role. This ensures candidates have a solid foundation to manage the responsibilities effectively.
- How does the company support its remote workforce, and what is expected of the IT Support Technician?
- The company has experience supporting a remote workforce, and the IT Support Technician is expected to provide responsive and reliable technical assistance to remote employees. This includes troubleshooting device and connectivity issues effectively from a distance.
- What kind of work environment can an IT Support Technician expect at this organization?
- You can expect a collaborative and performance-driven environment where innovation and open idea sharing are encouraged. The company offers significant opportunities for professional growth and aims for team members to feel like integrated parts of the company.
- Is this IT Support Technician role a direct hire, or is it through Swooped?
- Swooped is a Talent Platform and not the employer for this role. Clicking 'Apply' will direct you to Swooped to review the role and the hiring company's details. The hiring company is the direct employer.
- What are the typical working hours for the IT Support Technician?
- Candidates should be comfortable working U.S. business hours to effectively support the organization's employees and operations.