IT Support Technician

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization is the most effective and innovative public relations and integrated marketing solutions firm, powered by proprietary technology to enable brands and their founders and marketing leaders to enhance the quality of their businesses and their lives. The organization has hundreds of team members worldwide and is rapidly growing. The organization was named "One of America’s Best PR Agencies" by Forbes.

The organization has an unwavering commitment to fostering a collaborative and performance-driven work environment. Team members are encouraged to innovate and share ideas openly and are provided with tremendous opportunities for professional growth.

The Role

The company is looking for a dedicated, full-time IT Support Technician to support day-to-day helpdesk operations at the organization and its affiliated companies. This role will be responsible for providing reliable, responsive technical support across the organization, ensuring employees have the tools and support they need to be successful.

The IT Support Technician will manage core IT functions including Microsoft 365 administration, employee onboarding and offboarding, account and access management, and general troubleshooting. This person will act as the primary point of contact for technical support, working closely with employees across all levels of the organization—many of whom are non-technical and require clear, patient, and hands-on assistance.

This is a highly visible and collaborative role where the ideal candidate will feel like an integrated member of the team rather than a traditional ticket-based support function.

Key Responsibilities

• Provide day-to-day IT support for approximately 90 employees, handling 30–80 monthly support requests across a range of L1 technical issues
• Serve as the primary helpdesk contact, delivering timely and effective support via phone, email, and messaging platforms
• Administer and maintain Microsoft 365 environments, including Exchange, Teams, SharePoint, and Intune
• Manage employee onboarding and offboarding processes, including account creation, license assignment, access provisioning, and equipment setup
• Perform routine IT tasks such as password resets, email alias creation, user permissions, and basic system troubleshooting
• Support device management, including configuration and maintenance of laptops and mobile devices
• Assist with IT documentation, knowledge base development, and process improvements to enhance efficiency and user experience
• Collaborate with internal teams and external IT vendors or managed service providers as needed
• Maintain a high level of customer service, ensuring a positive and supportive experience for all employees
• Identify opportunities to streamline IT workflows, improve systems, and enhance overall support operations

Required Qualifications

• 5–7 years of experience in IT support, helpdesk operations, or a related technical support role
• Strong experience with Microsoft 365 administration, including Exchange, Teams, SharePoint, and Intune
• Experience managing user accounts, permissions, and onboarding/offboarding processes in a business environment
• Excellent troubleshooting skills across common hardware, software, and connectivity issues
• Strong verbal communication skills with the ability to explain technical concepts clearly to non-technical users
• Patience and a customer-first mindset, with a willingness to provide hands-on support and guidance
• Experience supporting a remote workforce
• Strong organizational skills and ability to manage multiple requests simultaneously
• Ability to work independently while staying highly responsive and collaborative
• Comfortable working U.S. business hours

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.