Overview
Position Summary The IT Technician Position at OpenTech is responsible for providing frontline technical support, system maintenance, and IT service delivery to clients and internal teams. This role requires hands-on expertise in troubleshooting hardware, software, networking, and security-related issues while ensuring an exceptional customer experience. The IT Technician will serve as the first point of contact for technical inquiries, escalating complex issues when necessary, and contributing to the improvement of IT systems, policies, and procedures. Key Responsibilities Technical Support & Troubleshooting Act as the first line of support for IT service requests, incidents, and inquiries via phone, email, ticketing systems, and remote tools. Diagnose and resolve hardware, software, and peripheral issues, including desktops, laptops, mobile devices, printers, and network equipment. Provide remote and onsite support for clients to ensure minimal downtime and continuity of operations. Install, configure, and upgrade software applications, operating systems, and hardware components. Support end users with common productivity tools (Microsoft 365, Google Workspace, collaboration platforms, etc.). System & Network Administration Perform routine system checks, patch management, and preventive maintenance on servers, endpoints, and network devices. Assist with configuration, monitoring, and troubleshooting of LAN/WAN, Wi-Fi, VPNs, firewalls, and switches. Support Active Directory, DNS, DHCP, Group Policies, and other identity/access management systems. Manage backup and recovery processes to safeguard data and ensure business continuity. Security & Compliance Monitor endpoint security, antivirus solutions, and EDR tools to prevent malware and cyber threats. Enforce IT security best practices, including password policies, MFA, and encryption. Assist with compliance-related tasks for frameworks such as HIPAA, PCI-DSS, NIST, and ISO. Report and escalate suspicious activities, potential breaches, or vulnerabilities to senior staff. Customer Service & Communication Deliver clear, empathetic, and solution-oriented support to clients and colleagues. Document technical solutions, procedures, and known issues in the knowledge base. Train users on IT systems, security awareness, and best practices. Maintain strong communication with the IT team, escalating tickets when necessary while providing status updates to clients. Project & Continuous Improvement Assist with IT projects such as system upgrades, migrations, and network deployments. Collaborate with engineers and senior technicians to test, evaluate, and implement new technologies. Identify recurring issues and propose long-term solutions to improve efficiency. Contribute to the development of IT documentation, SOPs, and service catalogs. Requirements Associate degree in Information Technology, Computer Science, or related field; or equivalent hands-on experience. 1–3 years of IT support, helpdesk, or technician experience. Strong knowledge of Windows, macOS, and Linux environments. Hands-on experience with Microsoft 365, Google Workspace, and common business applications. Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN). Familiarity with ticketing systems, ITSM platforms, and remote support tools. Excellent troubleshooting, problem-solving, and communication skills. Ability to manage multiple priorities in a fast-paced environment. Preferred Skills & Certifications CompTIA A+, Network+, Security+ Microsoft Certified: Modern Desktop Administrator Associate Cisco CCNA (preferred) ITIL Foundation knowledge Experience in MSP (Managed Service Provider) environments Knowledge of cloud technologies (Azure, AWS, GCP) Benefits Benefits & Perks At OpenTech, we believe in taking care of our team so they can take care of our clients. We offer a comprehensive benefits package that supports your professional growth, well-being, and work-life balance: Health & Wellness: Medical, dental, and vision insurance with multiple plan options. Retirement: 401(k) plan with company match to help you build long-term financial security. Paid Time Off: Generous PTO policy including vacation days, sick leave, and paid holidays. Professional Development: Certification reimbursement, paid training, and access to ongoing education resources. Technology Allowance: Company laptop, mobile phone stipend, and access to the latest IT tools. Work-Life Balance: Flexible scheduling options, hybrid work environment, and supportive team culture. Career Growth: Clear advancement paths into senior technician, systems administrator, cybersecurity, or engineering roles. Team Culture: Collaborative environment with team-building activities, recognition programs, and employee appreciation events.
