IT Support Technician

Summary: Cumming Group is one of the fastest-growing project and cost management consultancies in the United States, known for its diverse project portfolio and dynamic environment. They are seeking an IT Support Technician to provide internal technical support for employees across multiple offices, focusing on troubleshooting and resolving hardware and software issues. Responsibilities: - Answer calls and respond to tickets from the Support Desk ticketing system - Communicate using MS Teams, email, and in person - Gather the relevant information needed to identify, troubleshoot, and resolve issues - Remote into TMs computers to install software, troubleshoot, provide "hands on" assistance, etc., while talking with TMs on the phone - Provide first level corrective action - Collaborate with IT staff TMs, escalates to second level (IT Support Tech II) when necessary - Use the IT Ticketing system to log calls, document steps taken, next steps, follow-ups, resolutions, etc - Assisting Team Members with learning certain tasks and offering recommendations on alternative ways to accomplish a task - Collaborate with internal IT Team Members and escalate tickets when needed - Use Active Directory and Azure Active Directory to retrieve information, assign permissions, reset passwords, etc - Work with hardware vendors over the phone to troubleshoot issues or arrange for warranty repairs - Learn and support new systems and applications - Follow KB articles, checklists, and other documentation - Research, evaluate, and test hardware, software products, and system solutions - Participate in I.T. Projects - Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network - Occasionally assist the Hardware support team with various tasks related to deploying new equipment, inventory, inspection, testing & troubleshooting along with basic hardware maintenance and repairs as needed - Other duties as assigned - Attendance at work during normal business hours Required Qualifications: - Strong knowledge of Windows 10, 11, Microsoft Office 365, including Outlook, Teams, and OneDrive - Familiarity with Active Directory and Azure - Ability to read, understand, and follow technical written processes, balanced with creative problem solving - Strong troubleshooting skills - Excels at teamwork and working with people to solve complex/advanced issues - Ability to multi-task, prioritize and work efficiently - Excellent verbal and written communication skills - Excellent customer service skills Preferred Qualifications: - Previous experience staging and deploying Windows 10 computers preferred but not required - Additional preferred skillsets or areas of experience include: InTune, Automation, Security, Coding, & PowerShell Required Skills: Windows 10, Windows 11, Microsoft Office 365, Outlook, Microsoft Teams, OneDrive, Active Directory, Azure Active Directory, IT Ticketing Systems, Hardware Troubleshooting, Software Installation, Remote Desktop Support, PowerShell, InTune, Security, Coding Benefits: Medical, Dental Insurance, Vision Insurance, 401(k), 401(k) Matching, Paid Time Off, Paid Holidays, Short and long-term disability, Employee Assistance Program