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 10/2/2026full-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 maintaining system performance and security while adhering to ITIL practices.

Highest-signal resume keywords

Technical Support ExperienceWindows OS ProficiencyActive Directory ManagementITIL Triage ModelCJIS Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingUser Account ManagementSoftware InstallationMalware RemovalVPN/Remote AccessNetwork Drive ManagementDNS ConfigurationWindows ServerOffice Suite/365DHCP

Soft Skills

Customer ServiceCommunicationProblem-Solving

Tools & Technologies

Active DirectoryExchangeO365Windows OSMS Entra

Certifications & Qualifications

CJIS Compliance

Industry Keywords

ITILTechnical SupportOn-Call RotationSpam/Phishing Investigation

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 setups/terminations, password resets, email updates, and permission changes
Perform IMAC requests, software installs, and system updates
Manage 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 complete 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
Subject to criminal and department of motor vehicles background checks
Participation in an on-call rotation of 1 week every 3–4 months

Benefits

Comp & perks

Remote-first flexibility, with some roles including an onsite component 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
Autonomy and recognition
Transparent leadership and manager support
Criminal and department of motor vehicles background checks post-employment
CJIS requirements post-employment