Technician I - Support Service

1. Position Summary

• Mid‑level technical support role.
• Handles support tickets
• Provides advanced troubleshooting for systems, networking, security, and applications.
• Supports IT projects, infrastructure changes, and system deployments.

2. Key Responsibilities / Duties

• Resolve complex end‑user issues (hardware, software, network, VPN, authentication).
• Manage and triage escalations
• Perform system administration tasks:
  • User account provisioning
  • Access role assignments
  • Password resets & MFA assistance
• Support Active Directory, Azure AD/Entra, Intune, M365 suite.
• Maintain endpoint security compliance (EDR, patches, baseline enforcement).
• Deploy and configure computers following secure baseline SOPs.
• Handle privileged tasks using approved processes
• Collaborate with IT Manager and IT Admins on infrastructure tasks.
• Document resolutions and update SOPs/runbooks.
• Support CUI‑related procedures
• Participate in rotating on‑call or after‑hours support if/when required.

3. Minimum Qualifications

• 2–4 years in technical support or system administration.
• Strong understanding of Windows OS, M365, networking fundamentals.
• Experience with ticketing systems and troubleshooting methodologies.
• Familiarity with identity management (AD, Entra ID).
• Ability to follow security policies and separation‑of‑duties requirements.
• Strong communication and documentation skills.
• Ability to work independently and escalate appropriately.

4. Preferred Qualifications

• Experience with Intune, Autopilot, device baselining.
• Knowledge of CMMC, NIST, or similar compliance frameworks.
• Familiarity with prompting and configuring generative AI tools.
• Experience in small/medium enterprise IT environments.
• Experience supporting cloud applications.
• Certifications such as:
  • CompTIA A+, Net+, Sec+
  • Microsoft Fundamentals (AZ‑900, MS‑900, SC‑900)

5. Core Competencies

• Customer service and professionalism.
• Analytical thinking and root‑cause troubleshooting.
• Time‑management and prioritization.
• Accountability and adherence to security practices.

6. Work Environment & Physical Requirements

• Full time onsite at corporate facility during normal work hours
• Ability to connect/work remote during off hours when needed
• Ability to lift computer equipment (~20–40 lbs)

Kirkhill, Inc. is proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. All successful candidates must submit to post offer pre-employment physical examination, drug/alcohol screen and background check as a condition of employment.