IT Service Technician, I

VC3

. Provide end user support to VC3 clients via inbound phone, email and webchat, following an ITIL-founded triage model .

Posted 10/26/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing end user support, troubleshooting technical issues, and managing user accounts within Active Directory and O365. Proficient in adhering to ITIL processes and ensuring compliance with Criminal Justice Information Systems (CJIS) requirements.

Highest-signal resume keywords

Technical Support ExperienceWindows OS ProficiencyActive Directory ManagementITIL Framework KnowledgeCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingUser Account ManagementSoftware InstallationMalware RemovalVPN/Remote Access SupportNetwork Drive ManagementDNS ConfigurationWindows Server KnowledgeIMAC RequestsEmail Management

Soft Skills

Communication SkillsProblem-Solving SkillsTeam Collaboration

Tools & Technologies

O365Active DirectoryWindows ServerWindows OSOffice SuiteMS EntraDHCPTerminal Services

Certifications & Qualifications

CJIS Compliance

Industry Keywords

ITILTechnical SupportCustomer ServiceEnd User SupportOn-Call Rotation

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

Provide end user support to VC3 clients via inbound phone, email and webchat, following an ITIL-founded triage model
Troubleshoot hardware, applications, VPN/remote access, network drives, DNS, and workstation performance issues
Support user account management in Active Directory, Exchange, and O365, including account setup/termination, password resets, email updates, and permission changes
Perform IMAC requests, software installations, and system updates
Provide mobile and telephone support, including mobile email setup, phone system adjustments, call forwarding, and extension updates
Investigate spam/phishing emails, secure compromised email accounts, and perform malware scans and removal
Escalate out-of-scope issues to the appropriate elevated team
Update tickets, change logs, internal guides, and knowledge base articles
Participate in the on-call rotation
Perform additional duties as required

Requirements

What you’ll need

Minimum 1 year of experience in a technical support or customer service position OR recent technical education experience in a post-secondary environment
Demonstrable understanding of Windows OS (7–11), Office Suite/365, Windows Server (2016–2025), Active Directory, DHCP, DNS, Terminal Services, and MS Entra environment
Must meet Criminal Justice Information Systems (CJIS) requirements post-employment
Selected applicant will be subject to criminal and department of motor vehicles background checks
Ability to work approximately 8-5 EST hours
Ability to participate in an on-call rotation (1 week every 3-4 months)

Benefits

Comp & perks

Remote-first flexibility, with onsite components depending on team needs
Company-paid time off
Mental health and leave support through the Employee and Family Assistance Program
Company-matched 401(k)/RRSP plans
Leadership Academy
Monthly learning sessions
Mentorship programs
Learning reimbursements
Internal career fairs
Job shadowing
Personalized career-pathing and internal mobility support
Autonomy and recognition
Criminal and department of motor vehicles background checks for selected applicants
CJIS requirements post-employment