Company Overview: As Iserv, a leading Managed Services Provider (MSP), we deliver innovative IT solutions to businesses, leveraging cutting-edge technologies including AI-driven tools to enhance efficiency, security, and customer experiences. Learn more about us at www.iservworks.com. We’re seeking passionate individuals who are excited about the intersection of IT support and AI to join our dynamic team.

POSITION SUMMARY:

The IT Support Technician is an experienced IT generalist serving as the frontline hero in our service provider environment. You’ll deliver timely, accurate technical support with a strong emphasis on first-call resolution. We’re looking for problem-solvers who are passionate about AI and eager to integrate emerging technologies like AI-assisted diagnostics, chatbots, and automation into everyday support workflows. This role is ideal for those who thrive in a remote setting, collaborating virtually to fix issues and drive innovation.

A) KNOWLEDGE/SKILLS/ABILITIES

The successful candidate will demonstrate the following:

• Experience with Microsoft desktop OS support (Windows 10/11 & Microsoft 365) in business environments.
• Solid knowledge of Windows system management tools, philosophies, and methods.
• Familiarity with antivirus/malware, patch management, and emerging AI-based security technologies.
• Understanding of TCP/IP networking standards (DNS, DHCP).
• Experience with Microsoft Exchange administration and troubleshooting.
• Basic knowledge of network concepts and functional skills with various technologies, including AI-driven network optimization tools.
• Basic understanding of Windows and network security best practices, with interest in AI for predictive security.
• An analytical, process-oriented approach to troubleshooting, enhanced by enthusiasm for AI automation and machine learning applications in IT.
• Ability to work effectively both independently and as part of a remote team.
• Customer-service oriented and performance-driven, with a passion for using AI to elevate user experiences.
• Highly effective interpersonal, organizational, verbal, and written communication skills.
• Bonus: Hands-on experience or strong interest in AI tools (e.g., ChatGPT, Copilot, or custom AI scripts for IT tasks).

B) EDUCATION AND EXPERIENCE

• At least 2+ years of experience in IT infrastructure support, preferably in a Managed Services Provider environment.
• Relevant certifications (one or more preferred): A+, Network+, Security+, Microsoft Certified (e.g., Azure Fundamentals), or AI-related certifications (e.g., Google AI Essentials or Microsoft AI-900) for bonus consideration.

C) SPECIAL REQUIREMENTS

• Reliable high-speed internet and a dedicated home office setup for remote work.
• Valid driver’s license (helpful but not required, as this is a fully remote position).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide exceptional support with a focus on first-call resolution—you’re a fixer, not just a ticket taker! Incorporate AI tools (e.g., generative AI for troubleshooting or automated scripting) to enhance efficiency.
• Participate in tiered technical support, escalating complex issues while exploring AI-driven solutions.
• Perform recurring monitoring and management tasks, using AI-powered analytics to proactively identify and resolve potential problems.
• Deliver technical support including configuration, troubleshooting, and security, with an eye toward AI-enhanced threat detection and response.
• Collaborate with the Technical Services team to monitor and respond to events, leveraging AI monitoring platforms for faster insights.
• Engage and manage vendor support escalations as needed, while advocating for AI-integrated vendor tools.
• Ensure timely and clear communications to clients and the team, utilizing AI-assisted communication tools for streamlined updates.
• Contribute to special projects, such as piloting AI features in our support ecosystem or training on new AI technologies.
• Perform additional duties as assigned, with occasional virtual “smart hands” support for remote engineers (no on-site travel required in this remote role).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this remote role:

• Must be able to sit for extended periods while performing work on a computer.
• Occasional light lifting (e.g., up to 10 pounds for home office equipment setup).
• Ability to perform tasks requiring fine motor skills, such as typing and virtual equipment handling