IT Service Technician

Where Innovation Meets Excellence: James Moore Advisory

(JMA) (a division of James Moore & Co., P.L.)

JMA's advisory teams provide strategic solutions and expert guidance to a diverse range of clients across all industries. From technology services to digital solutions to HR consulting and outsourcing, James Moore Advisory’s decades of experience help businesses focus on what they do best – future success and financial well-being.

We’re searching for an IT Service Technician to join our Technology Services team of professionals with varying specialties and levels of experience. We are a full-service IT provider; the pace is quick, and the work is challenging but often fun.

This position is a mid-level role responsible for analyzing and providing software and hardware recommendations to meet client’s business needs and also provides technical support for users and IT systems to address more complex technical issues. This role will assist with designing and implementing hardware and software projects as well as managing and resolving advanced support requests, assisting with the overall ticketing process and escalating issues as needed. This position focuses on delivering efficient solutions to maintain optimal system performance and collaborates with IT teams to enhance troubleshooting processes and improve user satisfaction.

Who you are:

• You enjoy creating your own path, a path to success not predetermined for you but made with you.
• You’re flexible, adaptable, and empowered to add your own spin to our uncommon culture inspired by our diverse team members.
• You relish dynamic work and balancing multiple projects.
• You have a strong sense of ownership and a willingness to work collaboratively to create and implement successful solutions.
• You strive to be an expert in your area of practice and diligently pursue relevant credentials and certifications.

What you will do in this role:

• Assist with designing and implementing software and hardware projects to meet our clients’ business needs.
• Resolve moderately complex hardware, software, OS, and network connectivity problems. Escalate critical or unresolved issues to higher-level support.
• Provide timely updates to users on support ticket status, system changes, and outages, ensuring high levels of customer satisfaction.
• Log incidents, resolutions, and escalate unresolved problems in the ticketing system, ensuring timely and accurate issue tracking.
• Assist with software updates and routine maintenance.
• Provide troubleshooting for WAN/LAN connectivity, VPN, firewalls, and remote access solutions like Terminal Services and Citrix.
• Support system migrations, upgrades, and hardware deployments with hands-on technical assistance while ensuring minimal disruption.
• Maintain documentation of common issues and solutions, updating the internal knowledge base with best practices.
• Respond to system alerts, proactively addressing or escalating critical issues to minimize downtime.
• Accurately log all work, time, and expenses in ConnectWise and complete required training.
• Work with team members to resolve technical issues, participate in meetings, and contribute to discussions on system performance and improvements.
• Offer insights on recurring issues and suggest ways to improve troubleshooting and support workflows as part of ongoing development.
• Participate in an on-call rotation.

What you'll bring to the table:

• Bachelor's degree in computer science, or a related field.
• 5 years of IT or related experience.
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
• A minimum of 2 years’ experience implementing and managing Microsoft 365 solutions including Exchange Online, Microsoft 365 Office applications, SharePoint, Entra ID, Teams, and InTune.
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: the ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology provides services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Must have a valid Florida Driver's License with acceptable driving record and ability to operate a motor vehicle.

Why you'll love it at James Moore Advisory:

• Moore Valued: Open door policies allow you to have a voice to suggest new and better ways of doing what we do and actively participate in the innovation to evolve the Firm over time.
• Moore Flexible: We value our vacation time just as much as our work! Here at JMA, you'll be met with flexible PTO and other great benefits in an environment where we hold ourselves accountable for getting the work done on our own time.
• Moore Impactful: At JMA, we provide solutions to the businesses that impact our local economies and to non-profits that make a difference where we work and play.

Benefits of joining James Moore:

• We offer a 4-5% annual contribution to ALL employees through our 401K program, regardless of what they can contribute to their own savings.
• We pay for 100% of our employees' basic healthcare, dental, and vision coverage.
• Up to $300 per calendar year for our employee Wellness Program.

When you join James Moore Advisory you are joining a firm that sees you as Moore. We believe in a firm that values who you are and the unique ideas you bring to the table. We know you have goals, both personal and professional, and we want to work together to make those goals a reality.

“Together we are Moore.”

James Moore Advisory provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All offers are contingent on the satisfactory outcome of a background check including a criminal record check, reference check, credit check, employment, and education verification.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.