RESPONSIBILITIES & DUTIES

Help Desk & End User Support

• Serve as the first point of contact for incoming IT support requests via phone, email, ticketing system, or in-person

• Troubleshoot and resolve Tier 1 issues; escalate complex or unresolved issues to Tier 2/3 support as appropriate

• Provide courteous, professional support to users of varying technical skill levels

Account & Access Management

• Create, modify, disable, and delete user accounts in Microsoft 365, and other identity management platforms

• Manage user permissions and group memberships in accordance with the principle of least privilege

• Process onboarding and offboarding requests to ensure timely provisioning and deprovisioning of access

• Reset passwords and manage MFA enrollment for end users

Hardware Management

• Receive, configure, image, and deploy both Windows and Apple laptops

• Maintain an accurate inventory of all hardware assets, including tracking assignments, warranties, and lifecycle status through use of an MDM

• Perform routine hardware inspections, cleaning, and preventive maintenance

Troubleshooting & Technical Support

• Diagnose and resolve issues related to operating systems (Windows/macOS), office productivity software, printers, and network connectivity

• Support users with VPN, remote desktop, and remote access tools

• Assist with software installations, updates, patches, and license management

• Document troubleshooting steps and resolutions in the knowledge base to support future issue resolution

QUALIFICATIONS

Education & Experience

• High school diploma or equivalent required; Associate's degree in Information Technology, Computer Science, or a related field preferred

• 1+ year of experience in a help desk, IT support, or technical services role preferred; internship or lab experience considered

Technical Skills

• Working knowledge of Windows 10/11 and macOS operating systems

• Familiarity with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)

• Basic understanding of Active Directory and user account management

• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar)

• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN)

• Ability to image, configure, and deploy endpoint devices

Certifications (Preferred)

• CompTIA A+

• CompTIA Network+

• Microsoft 365 Fundamentals (MS-900)

• ITIL Foundation

BENEFITS

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
• Paid parental leave
• Medical and Dependent FSA
• 401K match
• Unlimited PTO
• Ten company holidays
• 1 Volunteer day
• Summer Friday's
  
  Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.