Support Technician

ai2io

. Serve as the primary point of contact for incoming support requests related to Windows OS, Microsoft 365 apps, peripheral devices, and iPhones/iPads .

Posted 10/17/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Windows OS and Microsoft 365 applications, with a strong ability to diagnose and resolve technical issues while maintaining user satisfaction. Proficient in managing software licensing, collaborating with cross-functional teams, and improving internal knowledge bases.

Highest-signal resume keywords

Windows OS (Windows 10/11)Microsoft 365 Applications (Teams, Outlook, SharePoint)Basic Networking Concepts (DNS, DHCP, VPN)Bachelor's Degree in Information Technology or Computer Science10 Years of Experience in Information Technology

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingSoftware Licensing ManagementNetwork Connectivity SupportKnowledge Base CreationTicket ManagementProcurement ManagementFile Access SupportEscalation HandlingDocumentation Improvement

Soft Skills

Interpersonal SkillsEmpathyUser Satisfaction CommitmentSelf-MotivationCollaboration

Tools & Technologies

Help Desk SystemRemote Collaboration ToolsIOS for iPhones and iPads

Industry Keywords

E-VerifyService-Level AgreementsTechnical Issue DiagnosisSupport Trends AnalysisUser Guide Development

Tech Stack

Tools & technologies

DNSiOS

About the role

Key responsibilities & impact

Serve as the primary point of contact for incoming support requests related to Windows OS, Microsoft 365 apps, peripheral devices, and iPhones/iPads
Gather pertinent details from end-users to diagnose and resolve technical issues efficiently
Provide basic network connectivity and file access support, escalating complex network problems when necessary
Process requests for non-standard software licensing and coordinate with vendors or internal stakeholders
Fulfill orders for new devices or peripherals and manage procurement and shipping
Maintain accurate records of software licenses and subscriptions, assisting with renewals or updates
Triage issues involving specialized engineering or proprietary applications and escalate to subject matter experts or development teams
Collaborate with Application, Software/DevOps, and Security teams on advanced technical issues
Provide management and peers with insights on support trends to improve service delivery
Record troubleshooting steps and resolutions in the help desk system
Create and update knowledge-base articles and user guides
Identify recurring issues and recommend documentation and process improvements
Complete assigned tasks and deliverables on time and on budget
Perform other related duties as assigned

Requirements

What you’ll need

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
Minimum of a Bachelor degree in Information Technology, Computer Science, or related discipline PLUS 10 years of experience in Information Technology
Travel up to 5%, potentially to any or all 50 US states
Must be eligible to work in the United States (AI2IO participates in E-Verify)

Benefits

Comp & perks

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