Support Technician Specialist

Position Title: Support Technician Specialist

Position Location: Remote – work virtually from anywhere in the United States

Salary

AI2IO recognizes salary ranges from job boards do not necessarily reflect our pay ranges. In many instances we out-compete those ranges for well-qualified candidates.

Job Summary

The Support Technician serves as the first line of support for all end-user technical requests in a fully remote, mainly Windows and Microsoft-based environment along with some iOS (iPhone/iPad). This role involves troubleshooting operating system issues, Microsoft application problems, network connectivity challenges, and peripheral device setups. The Support Technician also manages licensing requests for non-standard software and hardware/peripheral orders, ensuring timely response and resolution.

When more complex or specialized issues arise – such as custom engineering or proprietary software troubleshooting – the Support Technician triages and escalates these tickets to the appropriate teams or individuals. This role requires a strong customer-focused mindset, problem-solving skills, and diligence in documenting resolution steps for the organization’s knowledge base. You will be expected to learn and become familiar with various engineering and custom software applications, working both independently and collaboratively to deliver high-quality technical support.

This person will communicate and operate in line with organizational goals and values, as well as departmental objectives.

Essential Functions

Support & Troubleshooting (60%)

• Incident Triage & Resolution: Serve as the primary point of contact for incoming support requests related to Windows OS, Microsoft 365 apps (e.g., Teams, Word, Excel), peripheral devices, and iPhone/iPads.
• Root Cause Analysis: Gather pertinent details from end-users to diagnose and resolve technical issues efficiently, ensuring minimal disruption to productivity.
• Network & Connectivity: Provide basic network connectivity & file access support escalating complex network problems to the appropriate team when necessary.

Licensing & Procurement (15%)

• Software Licensing Requests: Process user requests for non-standard software licensing, coordinate with vendors or internal stakeholders, and ensure compliance with company policies.
• Hardware & Peripheral Orders: Respond to and fulfill orders for new devices or peripherals, collaborating with suppliers to manage procurement and shipping.
• License Tracking & Management: Keep accurate records of software licenses and subscriptions, assisting in renewals or updates as required.

Escalation & Collaboration (15%)

• Custom & Engineering Software: Triage issues involving specialized engineering or proprietary applications, escalating to subject matter experts or development teams when in-depth knowledge is required.
• Cross-Team Coordination: Work closely with Application, Software / DevOps, and Security teams to ensure seamless user experiences and proper handoffs on advanced technical issues.
• Feedback Loop: Provide insights to management and peers on trends in support requests, helping refine processes and improve service delivery.

Documentation & Knowledge Base (10%)

• Detailed Issue Recording: Maintain accurate and detailed records of troubleshooting steps and resolutions within the help desk system.
• Knowledge Base Contributions: Create and update user-friendly articles and guides to enable self-service solutions and knowledge sharing.
• Process Improvement: Identify recurring issues, propose enhancements to documentation, and proactively recommend efficiency improvements in support processes.

Completion of Assigned Tasks and Deliverables on Time and on Budget

• Performs Other Related Duties as Assigned

Position Requirements (Intermediate level for all the following except as noted)

• Strong familiarity with Windows OS (Windows 10/11) and Microsoft 365 applications (Teams, Outlook, SharePoint, etc.).
• Familiarity with iOS for iPhones and iPads.
• Basic understanding of networking concepts (e.g., DNS, DHCP, VPN).
• Demonstrated aptitude for learning new technologies, including specialized engineering and custom software.
• Excellent interpersonal skills, with a patient and empathetic approach when assisting users.
• Commitment to user satisfaction and responsive communication.
• Skilled in maintaining clear, concise records of support activities and resolutions.
• Willingness to regularly update and improve the internal knowledge base.
• Ability to collaborate in a remote team setting and handle escalations effectively.
• Self-motivated with the capacity to work under limited supervision.
• Proven ability to handle multiple tickets and tasks simultaneously, meeting deadlines and service-level agreements.

Travel

• Up to 5%, this may include travel to any or all 50 US states
• Travel is defined as physically leaving home on behalf of business activities including but not limited to client sites, meetings with other employees, meeting for business development purposes, running errands on behalf of the business, attending industry conferences, etc.

Education/Experience Requirements

• Minimum of a Bachelor degree in Information Technology, Computer Science, or related discipline

PLUS

• 10 years of experience in Information Technology

Benefits

AI2IO offers a very competitive benefits package; highlights include

• Choice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option)
• Flex spending accounts (FSA)
• Dental and vision plans
• Comprehensive medical, dental and vision benefits extended to spouse / domestic partner and dependent children up to age 26
• 401k with company match and self-directed brokerage account option
• PTO including additional paid time off during the last week of the year
• Company paid life insurance coverage for employees and their eligible dependents
• Short and long-term disability, AD&D coverage
• Professional development opportunities, tuition reimbursement and professional licensing assistance
• Paid parental leave after one year of employment

CO, CA, IL, NY, WA, and Washington DC residents only: In accordance with CO, CA, IL, NY, WA, and Washington DC law, the range provided is AI2IO's reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location.

AI2IO is an EEO/Affirmative Action Employer and participates in the E-Verify program with the Department of Homeland Security. We encourage diversity in our workforce.

​NOTICE TO THIRD PARTY AGENCIES:

AI2IO does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to AI2IO in the absence of a signed Service Agreement where AI2IO has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of AI2IO and AI2IO will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.