IT Support Technician

About the Role

This is an IT Support Technician role at Rozmith, a security-first managed service provider for insurance and financial services firms. The role involves three core services: on-site client support, M&A integrations and office go-lives, and service desk/hardware depot operations. This position can be a first IT job, with training provided on company tools, clients, and procedures.

Key Responsibilities

On site at client offices

• Deploy laptops, desktops, docks, monitors, and peripherals at the user's desk and ensure successful sign-in.
• Run quality checklists on all devices and obtain user sign-off.
• Resolve hardware faults, peripherals, printers, and conference room audio-visual issues that cannot be fixed remotely.
• Support office moves, including packing, relocating, reconnecting, and testing equipment.
• Update tickets and asset records after each site visit.

M&A integrations and office go-lives

• Deploy hardware to acquired staff according to the integration schedule.
• Assist in building new offices: conduct site surveys, set up desks, install printers, configure room equipment, and perform Wi-Fi testing with Engineering.
• Provide floor support on go-live days, including sign-in checks, application checks, and immediate fixes.
• Manage the hypercare queue post-go-live and report recurring issues to the integration lead.

Service desk

• Manage tickets from opening to closure within SLA.
• Handle requests and incidents related to Microsoft 365, Entra ID, Intune, Exchange Online, and Teams.
• Process new hires, transfers, and departures according to documented standards.
• Create knowledge base articles for newly solved issues.

Hardware depot

• Receive hardware: record serial numbers, inspect, and document against purchase orders and client information.
• Image and provision devices, including Autopilot registration, followed by quality assurance, kitting, and shipping.
• Process returns: triage, perform data sanitization with evidence, and redeploy or dispose of hardware.
• Support warranty claims and vendor returns.

Requirements & Tech Stack

• A strong interest in technology and its functionality.
• Proficiency with Windows and Microsoft 365 in day-to-day use, with a willingness to learn management aspects.
• Comfort with hands-on setup of computers, monitors, and peripherals.
• Clear and friendly communication skills, especially with non-technical individuals.
• Organized and meticulous approach, including documenting work and following checklists.
• Valid US driver's license, a clean driving record, and reliable transportation.
• Ability to pass a background check.

Qualifications

• Nice to Have:
• Prior IT support experience (help desk, desk-side, retail tech support, school or internship IT).
• Exposure to Windows deployment, Microsoft 365 administration, Intune, or Autopilot.
• Basic understanding of networking concepts, including IP addressing, DNS, and Wi-Fi troubleshooting.
• Experience in warehouse, shipping, or inventory management.
• Customer-facing experience in any industry.
• CompTIA A+, Microsoft 365 Fundamentals (MS-900), or ITIL 4 Foundation certification (earned or in progress).

Working Conditions

• Location: Based anywhere in the US, with Atlanta preferred due to depot and client site proximity.
• Travel: Regular local travel to client sites; includes overnight regional or national travel for integrations and office builds with advance notice.
• Hours: Standard business hours, with potential for planned early starts, evenings, or weekends around go-lives and office moves.
• Physical Demands: Regularly lift and carry equipment up to 50 lb, work under desks and in comms rooms, and remain on feet during go-live days.
• Provided: Rozmith laptop, phone, and tool kit. Mileage is reimbursed per Rozmith policy.