IT Support Technician I

Position Title: IT Support Technician I

Description

Job OverviewThe IT Support Technician I provides hardware and software support to users of the companys personal computers and local area network. Focuses on hardware, operating system, connectivity, technical and support issues.Key Responsibilities

• Own the full employee lifecycle IT support process, including onboarding, offboarding, and role changes, in close coordination with HR and Security.
• Administer Identity & Access Management (IAM) across systems, including Active Directory, VPN access, RBAC, email, and business applications (both Saas and On premises), ensuring leastprivilege access and compliance.
• Execute securitysensitive termination workflows, including immediate access revocation, device recovery coordination, and audit-ready documentation.
• Provide desktop and enduser support for Windows, macOS, iOS, and mobile devices, resolving hardware, software, and system issues efficiently.
• Support a remote and hybrid workforce, troubleshooting connectivity, endpoint, and access issues while maintaining consistent service levels.
• Maintain and support physical access systems, conference room AV, and collaboration technologies, ensuring reliable operation for onsite and virtual meetings.
• Administer email, data access, and file-sharing governance, including mailbox provisioning, permissions management, and secure data handling practices.
• Manage the full ticket lifecycle using Jira Service Management (JSM), ensuring accurate intake, prioritization, escalation, resolution, and SLA adherence.
• Perform IT asset management and lifecycle tracking, including procurement support, deployments, patching, replacements, and inventory documentation.
• Drive process improvement through trend analysis and documentation, identifying recurring issues, recommending solutions, and improving operational efficiency.

Skills & Requirements

• High School Diploma or an equivalent combination of relevant IT support experience.
• 3+ years of IT support experience in a fastpaced enterprise support environment.
• Strong hands-on support experience with Windows and macOS/iOS environments, including desktops, laptops, and mobile devices.
• Proven experience with Active Directory and Identity & Access Management (IAM), including user provisioning, deprovisioning, and access troubleshooting.
• Experience supporting webbased and SaaS business applications in an enterprise environment.
• Experience with Desktop client management tools such as SCCM/Intune (or similar), HP, Bomgar, GFI Lansweeper, or equivalent platforms.
• Experience with IT Asset Management, including device provisioning, lifecycle tracking, and inventory documentation.
• Experience with Microsoft 365 applications, including Office, Outlook, and Microsoft Teams installation, configuration, and troubleshooting.
• Experience using Jira Service Management (JSM ticketing systems, with strong understanding of ticket lifecycle, prioritization, and SLA adherence, REQUIRED.
• Demonstrated strong troubleshooting, communication, and customer service skills, with the ability to support a multiregion, remote/hybrid workforce in an SLAdriven, highvolume ticket environment.

Note: All offers are contingent upon successful completion of a background check.*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.AGS is an equal opportunity employer


Equal Opportunity Employer, including disability/protected veterans

PI283704417