IT Support Technician

3 months ago

Ann Arbor, United States Soar Tech Full time

About Us

At SoarTech, we recognize that Artificial Intelligence (AI) is an essential force-multiplier for humans. Since our founding in 1998, our core mission has been to solve the most sophisticated problems faced by the military by supporting our warfighters with advanced AI solutions. Our technologies are developed to learn and adapt to new data and situations effectively and efficiently. We combine leading experts in research and engineering to develop unique, impactful solutions that save time, money, and lives.

SoarTech is growing and we are looking for individuals interested in helping research, develop, and implement AI technology.

Job Description

The IT Support Technician is an integral part of the Information Technology (IT) Team at SoarTech and provides support to teammates both onsite and remotely. This role supports the IT department to diagnose and fix problems with company hardware, software, and networks. The IT Support Technician embraces and represents the SoarTech Core Values (Innovative, Honest, Customer Focused, Respectful, Integrity and People) in all aspects of their duties and responsibilities. 

Duties and Responsibilities

  • Diagnoses, researches, and resolves issues via phone, email, or remote connectivity and/or coordinates referral to appropriate personnel.

  • Responds to requests for maintenance, installation, upgrades, and service to ensure ongoing usability of desktop computers, peripheral equipment, and software.

  • Images and installs new PCs for teammates.

  • Installs and configures software.

  • Installs printers.

  • Maintains loaner equipment inventory.

  • Maintains PC and laptop inventory.

  • Monitors SoarTech networks and endpoints for security incidents and alert the IT Manager of any suspicious activity.

  • Maintains accounts and permissions within the hybrid Active Directory and Azure AD infrastructure.

  • May assist in network modeling, analysis, planning, and coordination between network and data communications hardware and software.

  • Basic network troubleshooting (including wireless).

  • Assists in the planning, managing, and implementation of multiple IT projects of varying scale and company impact.

  • Assists other technology groups with regular and emergency (on call / some weekends and evenings) support of DMNS business and exhibit systems.

Required Skills and Experience

  • Minimum 2 years’ experience working in an IT role successfully supporting a combination of software and hardware.

  • Excellent customer service skills.

  • Experience with Microsoft 365, Hybrid, and GCC High experience a plus.

  • Experience in Diagnostic Tools and Techniques.

  • Experience with managing end-user and IT Administrator documentation.

  • Expert in troubleshooting hardware issues that may involve repair, replacement, or third-party warranties and support.

  • Demonstrated critical thinking when troubleshooting.

  • Methodical and accurate when following IT documentation.

  • Able to collaborate with team members on planning and completing projects.

  • Able to balance and prioritize daily responsibilities in a dynamic work environment.

  • Ability to work weekends and evenings when required.

  • Ability to travel.

  • Ability to obtain and maintain a Department of Defense (DOD) Security Clearance.

Preferred Skills (Not Required)

  • A degree in Computer Science, Cyber Security, Information Technology, Information Systems, Computer Engineering, or equivalent experience.

  • CompTIA A+, Network+, Security+ certifications preferred.

  • Experience with Linux

  • Experience with Microsoft Active Directory / Azure.

  • An active Department of Defense (DoD) Security Clearance.

Physical Requirements

  • Prolonged periods sitting at a desk and working on a computer.

  • Must be able to lift up to 35 pounds at times.

  • Ability to move, lift, and install, standard computer hardware.

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