IT Support Technician III

DoveIT IT Support Technician (III)

Overview: DoveIT, a division of Dove Technologies, is seeking an advanced-level IT Technician (III) to provide comprehensive support to internal and client users. This role involves troubleshooting hardware, software, access, and functionality of services and solutions provided by DoveIT.

Preferred Experience:

• Proficiency in Microsoft 365, including EntraID, Intune, Teams/SharePoint, and other Microsoft 365 resources.

Primary Responsibilities:

• Serve as the escalation point for team members seeking technical assistance beyond their resources and knowledgebase.
• Provide hardware and software support for endpoint devices such as desktops, laptops, mobile devices, and thin clients.
• Monitor, configure, and maintain server roles, Line-of-Business Applications, advanced processes, and environmental configuration and deployment.
• Troubleshoot networking and connectivity issues for client devices, site-level issues, network hardware, firewall devices, and online resources.
• Configure new systems and solutions according to standards, and provide basic documentation, implementation, and support for team members.
• Install, configure, and maintain account and device configurations, providing best practices for settings, operating system environments, and software needs.
• Troubleshoot escalations, assess the scope and impact of issues, and determine the best solutions to resolve them for all affected users.
• Document processes or workflows not currently in the internal knowledgebase and provide feedback to improve existing documentation.
• Review the security of resources or accounts to ensure they meet internal security standards and identify and remediate incidents when standards are not followed.
• Guide users or team members through problem-solving processes, explaining steps clearly and maintaining communication throughout.
• Communicate and escalate unresolved issues to the appropriate support personnel.
• Provide accurate information on the capabilities and expectations of services and solutions provided.
• Keep accurate records of all communication, attempts, and changes made in relation to service requests.
• Follow up and update users on the status and next steps of their requests.
• Review and pass on user feedback or suggestions to the appropriate internal resource.
• Identify and suggest possible improvements to the DoveIT environment, workflows, documentation, and processes.

Requirements:

• Previous experience in IT support or a customer support role, with a strong understanding of computer systems, mobile devices, and account management.
• Ability to diagnose and resolve technical issues, including log review and pattern identification.
• Proficiency in English, with excellent written and verbal communication skills.
• Strong communication skills to help non-technical contacts feel comfortable and informed.
• Self-motivated with attention to detail, able to manage multiple tasks and prioritize based on user needs and severity.
• Ability to work collaboratively as part of a team, with a focus on shared goals and teamwork.
• Competent knowledge of troubleshooting Windows environments and networking concepts.
• Experience with Microsoft Active Directory, EntraID, and standard Windows Desktop administration.
• Experience with Microsoft 365 administration and support.

Optional:

• Experience with Google Workspace administration and support.
• BSc/BA in IT, Computer Science, or a relevant field.
• MCP, Security , Azure, or A certification or equivalent.