IT Support Technician

Summary

The IT Support Technician reports to the CISO/Director of IT based at corporate headquarters in NY. This is a full\-time, non\-exempt position that works with internal users and external clients.

This is a unique opportunity for a junior technician to gain hands\-on experience with advanced security tools, cloud infrastructure, and international compliance standards while supporting elite professionals in a fast\-paced investigative culture that goes far beyond standard IT help desk environments.

The role is responsible for supporting the daily operations of Guidepost IT systems and users, ensuring optimal performance and availability. This involves providing technical support, working with outsourced IT consultants (MSP/MSSP) on open/active IT tickets, maintaining security measures, working with new technologies, and staying updated on the latest IT and security technologies.

Core Responsibilities

System Maintenance and Monitoring

• Proactively monitor and respond to Guidepost’s user requests for assistance within both local and cloud\-based infrastructure to ensure maximum up\-time for a global workforce.
• Configure and decommission all desktop and laptop computers for new, existing, and terminated employees.
• Maintain accurate equipment inventories.

Technical Support

• Provide technical support to end\-users (software, hardware, and network\-related), resolving IT\-related issues promptly.
• Provide technical support to end\-users both in\-person and remotely.
• Monitor and utilize the IT ticketing system supported by the MSP/MSSP, maintaining professional working relationships and escalating responses as needed.
• Monitor tickets for completion.
• Manage user accounts, permissions, and MFA utilizing Microsoft Entra ID and the Microsoft 365 Admin Center.
• Provide basic system administration of the VOIP phone and video conferencing systems.
• Handle projects assigned by the Director of IT or IT Systems Administrator.

Security Management

• Ensure security standards are met to protect Guidepost’s data and IT infrastructure.
• Monitor security alerts and respond to potential cybersecurity threats.
• Ensure users maintain Guidepost security protocols on all devices.
• Conduct research and testing of new IT systems and applications as directed.

Competencies

• Technical Support and Knowledge
• Problem Solving and the ability to fully resolve IT issues
• Communication
• Customer Service
• Ethical Practice
• Multitasking Skills
• Ability to prioritize responsibilities and react to urgent situations effectively
• Ability to identify potential issues and escalate investigation when needed
• Ability to work independently and with a team

Required Education and Experience

• Minimum one (1\) year of experience in a corporate IT environment
• Hands\-on experience in a networked Windows environment, including Mac, iOS, and Android devices
• Strong working knowledge of all Windows Office products
• Must have working knowledge of Microsoft Teams
• Ability to assist in\-person and remote users

Preferred Education and Experience

• A minimum of an associate’s degree in computer science, Information Technology, or a related field
• Working knowledge of SharePoint, Microsoft Entra ID, and the Microsoft 365 Admin portal
• Familiarity with MDM or RMM tools
• Certifications such as CompTIA A\+, CompTIA Network\+, or similar
• Basic knowledge of security\-related products and network fundamentals

Position Type/Expected Hours of Work

This is a full\-time in\-office position. Days and hours of work are generally Monday through Friday, 9 a.m. to 6:00 p.m., with after\-hours on\-call support as needed.

Physical Requirements

While performing the duties of this job, much of the work may be done sitting at a desk, using a computer, typing, handling phone calls, filing, and using office equipment such as like printers and copiers. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Salary Range

The base annual salary range offered for this position is based on numerous factors, including job\-related skills and knowledge, experience, specific location, relevant education and/or training. In addition to the annual salary, we offer a full benefits package.