Job Description 

• Support clients both remotely and onsite on a recurring and/or ad hoc basis while adhering to 1Path processes and standards 

• Troubleshoot desktop, software, and printing problems  

• Install and/or upgrade Microsoft Operating Systems  

• Perform Helpdesk and System Administration duties for a wide range of customers  

• Conduct scheduled system checks and perform maintenance in accordance with the scheduled support windows  

• Learn and adhere to applicable data privacy practices and follow SOC 2/ITSM policies & procedures  

• Enter, manage, and update IT support tickets within our proprietary ticketing system  

• Document resolution for hardware and software helpdesk requests and support root cause analysis  

• Ownership to track status of all tickets, including those elevated to higher level support, through resolution with follow-up with end-user  

• Willingness to provide after-hours emergency support on a rotating basis  

• Take initiative to become further educated in relevant systems administration, information technology, and emerging trends Required Skills  

Soft Skill Requirements 

• Good customer service skills 

• Strong interpersonal skills and a willingness to work with others 

• Ability to work through a variety of methods including mail, Microsoft Teams, telephone, and face-to-face 

• Excellent verbal & written communication skills  

• Strong analytical, evaluative, and problem-solving abilities with ability to multitask in fast-paced environment 

• Ability to learn and willingness to take on more complex tasks  

• Ability to diligently create and maintain clear and concise documentation  

• Ability to clearly relay technical data to non-technical individuals  

• Proven ability to work successfully with limited supervision 

• Experience with ticketing systems a strong plus! 

Technical Requirements 

• 3+ years experience providing end-user desktop support and infrastructure systems management 

• Microsoft Edge Devices – Install and support Windows 10/11 OS including command line and client support   

• Microsoft Server/Cloud – Hands on experience with Windows Server 2012/2016/2019 and Microsoft 365  

• Active Directory administration 

• Mobile Devices – Install and configure supported iOS and Android devices  

• Software – Install and support computer and mobile device software issues including Office 2016/2019/365 suite and line of business applications and work with vendor support.  

• Hardware – Install and support physical components of hardware and work with vendor support.    

• Network – Basic understanding of TCP/IP protocols and various networking devices.   

• Security – Install and support common Anti-Virus and Endpoint Threat Detection software.  Basic awareness of security threats and incident response.  

• Spam Filtering – Familiarity with usage and basic support 

• Backup Systems – Basic support and troubleshooting 

• Familiarity with MFA/SSO/Web Security 

• Proficiency supporting Mac computers a plus! 

 Preferred Qualifications 

• Technology related Bachelor’s or Associates degree, or related IT experience 

• Industry relevant certifications such as: CompTIA A+, CompTIA Network+ a plus! 

Travel Requirements 

• Travel may be required for recurring scheduled onsite visits and/or on an ad hoc basis 

• Access to reliable transportation 

• Valid driver’s license required 

1Path Benefits (Full-Time Employees) 

• Medical Insurance 

• Dental Insurance 

• Vision Insurance 

• Life Insurance 

• 401K with Company Match 

• 10 Paid Holidays 

• Access to Telemedicine Services 

• Voluntary Benefits: Accidental Injury, Critical Illness, Hospital Indemnity, Pet Insurance, Home/Auto Insurance 

• Certificate Exam Reimbursement Up to $400! 

• Career Coaching through Learning & Development Manager