Position Summary

IronOrbit is seeking an experienced, customer-focused IT Support Specialist to join our remote Managed Services team. This role takes ownership of technical issues that require deeper investigation than front-line support, while partnering with engineers when advanced infrastructure expertise is needed.

The ideal candidate has strong troubleshooting fundamentals, excellent communication skills, and a genuine curiosity about how technology works. You enjoy digging into the “why” behind an issue, not just restoring service, and are motivated to learn new tools, platforms, and technical concepts. You will support customers across a variety of environments, including end-user hardware and software, virtual desktops, Microsoft technologies, networking, access management, monitoring, and hosted applications.

Schedule and Growth

The schedule for this position will be core 1st shift business hours, Monday – Friday, covering the Pacific Time Zone, starting between 0700 and 0900 am PST.

IronOrbit offers the opportunity to deepen technical expertise across cloud infrastructure, virtualization, networking, Microsoft technologies, monitoring, backup and recovery, automation, and security. This role is well suited for a support professional who enjoys solving complex problems, sharing knowledge with teammates, and growing toward senior support or engineering responsibilities.

Key Responsibilities

• Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, endpoints, and supporting infrastructure.
• Use a methodical, curious approach to troubleshooting: review symptoms, logs, alerts, recent changes, and business impact to identify root causes where practical, not just immediate workarounds.
• Provide professional customer support through phone, email, chat, remote sessions, and the IT service management platform, keeping customers informed throughout the resolution process.
• Review ticket details, previous troubleshooting, and environmental context to determine appropriate next steps, identify patterns, and escalate thoughtfully when needed.
• Manage and troubleshoot user accounts, access requests, MFA, Active Directory, Microsoft 365, onboarding, and offboarding activities.
• Configure and support virtual desktops, desktops, laptops, mobile devices, printers, peripherals, and client applications in cloud or hosted environments.
• Diagnose connectivity, DNS, DHCP, VLAN, and other network-related issues; escalate appropriately to Tier Three Engineering while maintaining ownership of the issue through resolution.
• Review, triage, and respond to monitoring alerts and events, including identifying issues that require tickets, investigation, escalation, or proactive follow-up.
• Build familiarity with customer environments and look for opportunities to prevent recurring issues, improve documentation, and make support more efficient.
• Document customer communications, troubleshooting steps, findings, and resolutions thoroughly in the IT service management platform.
• Create and improve knowledge base documentation, share lessons learned, and support cross-training with front-line Analysts and fellow Specialists.
• Perform approved application upgrades, maintenance, and after-hours support activities as needed.

Skills, Knowledge & Expertise

• High school diploma or equivalent required; an Associate degree in Information Technology or a related field is preferred.
• Three or more years of professional IT support experience, preferably within a Managed Services Provider or multi-customer support environment.
• Demonstrated experience troubleshooting beyond scripted solutions and standard knowledge base procedures.
• Strong working knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms.
• Experience supporting virtual desktop, remote desktop, or hosted application environments such as VMware Horizon, Citrix, RDS, or similar technologies.
• Familiarity with VMware, Hyper-V, Windows Server, Group Policy, RMM tools such as NinjaOne, Veeam or comparable backup tools, VoIP, MDM, and network security appliances is preferred.
• A strong technical curiosity and desire to continue developing expertise across cloud infrastructure, virtualization, networking, automation, backup and recovery, security, and Microsoft technologies.
• Strong written and verbal communication skills, sound judgment, attention to detail, and the ability to remain calm and organized while managing multiple issues.
• Technical certifications such as VCTA, VCP, CCNA, or Microsoft certifications are a plus, but not required.