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Technical Support Specialist

2 months ago

Ann Arbor, Michigan, United States Soar Tech Full time

Company Overview

At SoarTech, we understand that Artificial Intelligence (AI) serves as a crucial enhancement for human capabilities. Established in 1998, our primary goal has been to address the most complex challenges encountered by the military by equipping our personnel with cutting-edge AI technologies. Our solutions are crafted to learn and adapt to evolving data and scenarios with efficiency and effectiveness. We unite top-tier experts in research and engineering to create distinctive, impactful solutions that conserve time, resources, and lives.

As SoarTech expands, we are seeking individuals who are eager to assist in the research, development, and implementation of AI technologies.

Position Overview

The IT Support Technician plays a vital role within the Information Technology (IT) Team at SoarTech, providing assistance to colleagues both onsite and remotely. This position is responsible for supporting the IT department in diagnosing and resolving issues related to company hardware, software, and networks. The IT Support Technician embodies and exemplifies the SoarTech Core Values: Innovation, Honesty, Customer Focus, Respect, Integrity, and People in all facets of their responsibilities.

Key Responsibilities

  • Diagnose, research, and resolve technical issues through phone, email, or remote access, or coordinate referrals to the appropriate personnel.
  • Respond to requests for maintenance, installation, upgrades, and services to ensure the ongoing functionality of desktop computers, peripheral devices, and software.
  • Image and set up new PCs for team members.
  • Install and configure software applications.
  • Set up printers and other peripherals.
  • Manage the inventory of loaner equipment.
  • Oversee the inventory of PCs and laptops.
  • Monitor SoarTech networks and endpoints for security incidents, alerting the IT Manager of any suspicious activities.
  • Maintain user accounts and permissions within the hybrid Active Directory and Azure AD framework.
  • Assist in network modeling, analysis, planning, and coordination between network and data communications hardware and software.
  • Conduct basic network troubleshooting, including wireless connectivity.
  • Support the planning, management, and execution of various IT projects with differing scales and impacts on the company.
  • Provide regular and emergency support for DMNS business and exhibit systems, collaborating with other technology groups as needed.

Required Qualifications

  • A minimum of 2 years of experience in an IT role providing support for both software and hardware.
  • Exceptional customer service skills.
  • Familiarity with Microsoft 365; experience with Hybrid and GCC High is advantageous.
  • Proficiency in diagnostic tools and techniques.
  • Experience in managing end-user and IT Administrator documentation.
  • Expertise in troubleshooting hardware issues, including repair, replacement, or third-party warranty support.
  • Demonstrated critical thinking abilities in troubleshooting scenarios.
  • Methodical and precise in adhering to IT documentation.
  • Able to collaborate effectively with team members on project planning and execution.
  • Capable of balancing and prioritizing daily tasks in a dynamic work environment.
  • Willingness to work weekends and evenings as necessary.
  • Ability to travel as required.
  • Eligibility to obtain and maintain a Department of Defense (DOD) Security Clearance.

Preferred Qualifications (Not Mandatory)

  • A degree in Computer Science, Cyber Security, Information Technology, Information Systems, Computer Engineering, or equivalent experience.
  • CompTIA A+, Network+, Security+ certifications are preferred.
  • Experience with Linux operating systems.
  • Familiarity with Microsoft Active Directory and Azure.
  • An active Department of Defense (DoD) Security Clearance.

Physical Requirements

  • Prolonged periods of sitting at a desk and working on a computer.
  • Ability to lift up to 35 pounds occasionally.
  • Capability to move, lift, and install standard computer hardware.