{"id":2808797,"url":"https://alion.io/job/ai2io-support-technician-specialist","title":"Support Technician Specialist","company":{"id":4434527,"name":"ai2io","domain":"ai2io.co","url":"https://alion.io/company/ai2io","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Edge AI","optional":false},{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-18T07:13:55Z","employer_posted_date":null,"last_verified_at":"2026-10-18T07:13:55Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"AI2IO helps organizations navigate the complex landscape of technology solutions, from foundational IT services and system support to advanced software integration, automation, and cutting-edge AI implementations. Our expertise spans IT infrastructure management, custom software development, seamless system integrations, and optimization of low-code business automation, empowering clients to maximize their existing technology investments.\n\nJoin us and be part of a team where your voice matters, your work makes an impact, and your growth is a shared priority.\n\nPosition Title: Support Technician Specialist\n\nPosition Location: Remote – work virtually from anywhere in the United States\n\nSalary\n\nAI2IO recognizes salary ranges from job boards do not necessarily reflect our pay ranges. In many instances we out-compete those ranges for well-qualified candidates.\n\nJob Summary\n\nThe Support Technician serves as the first line of support for all end-user technical requests in a fully remote, mainly Windows and Microsoft-based environment along with some iOS (iPhone/iPad). This role involves troubleshooting operating system issues, Microsoft application problems, network connectivity challenges, and peripheral device setups. The Support Technician also manages licensing requests for non-standard software and hardware/peripheral orders, ensuring timely response and resolution.\n\nWhen more complex or specialized issues arise – such as custom engineering or proprietary software troubleshooting – the Support Technician triages and escalates these tickets to the appropriate teams or individuals. This role requires a strong customer-focused mindset, problem-solving skills, and diligence in documenting resolution steps for the organization’s knowledge base. You will be expected to learn and become familiar with various engineering and custom software applications, working both independently and collaboratively to deliver high-quality technical support.\n\nThis person will communicate and operate in line with organizational goals and values, as well as departmental objectives. \n\nEssential Functions\n\nSupport & Troubleshooting (60%)\n\nIncident Triage & Resolution: Serve as the primary point of contact for incoming support requests related to Windows OS, Microsoft 365 apps (e.g., Teams, Word, Excel), peripheral devices, and iPhone/iPads.\n\nRoot Cause Analysis: Gather pertinent details from end-users to diagnose and resolve technical issues efficiently, ensuring minimal disruption to productivity.\n\nNetwork & Connectivity: Provide basic network connectivity & file access support escalating complex network problems to the appropriate team when necessary.\n\nLicensing & Procurement (15%)\n\nSoftware Licensing Requests: Process user requests for non-standard software licensing, coordinate with vendors or internal stakeholders, and ensure compliance with company policies.\n\nHardware & Peripheral Orders: Respond to and fulfill orders for new devices or peripherals, collaborating with suppliers to manage procurement and shipping.\n\nLicense Tracking & Management: Keep accurate records of software licenses and subscriptions, assisting in renewals or updates as required.\n\nEscalation & Collaboration (15%)\n\nCustom & Engineering Software: Triage issues involving specialized engineering or proprietary applications, escalating to subject matter experts or development teams when in-depth knowledge is required.\n\nCross-Team Coordination: Work closely with Application, Software / DevOps, and Security teams to ensure seamless user experiences and proper handoffs on advanced technical issues.\n\nFeedback Loop: Provide insights to management and peers on trends in support requests, helping refine processes and improve service delivery.\n\nDocumentation & Knowledge Base (10%)\n\nDetailed Issue Recording: Maintain accurate and detailed records of troubleshooting steps and resolutions within the help desk system.\n\nKnowledge Base Contributions: Create and update user-friendly articles and guides to enable self-service solutions and knowledge sharing.\n\nProcess Improvement: Identify recurring issues, propose enhancements to documentation, and proactively recommend efficiency improvements in support processes.\n\nCompletion of Assigned Tasks and Deliverables on Time and on Budget\n\nPerforms Other Related Duties as Assigned\n\nPosition Requirements (Intermediate level for all the following except as noted)\n\nStrong familiarity with Windows OS (Windows 10/11) and Microsoft 365 applications (Teams, Outlook, SharePoint, etc.).\n\nFamiliarity with iOS for iPhones and iPads.\n\nBasic understanding of networking concepts (e.g., DNS, DHCP, VPN).\n\nDemonstrated aptitude for learning new technologies, including specialized engineering and custom software.\n\nExcellent interpersonal skills, with a patient and empathetic approach when assisting users.\n\nCommitment to user satisfaction and responsive communication.\n\nSkilled in maintaining clear, concise records of support activities and resolutions.\n\nWillingness to regularly update and improve the internal knowledge base.\n\nAbility to collaborate in a remote team setting and handle escalations effectively.\n\nSelf-motivated with the capacity to work under limited supervision.\n\nProven ability to handle multiple tickets and tasks simultaneously, meeting deadlines and service-level agreements.\n\nTravel\n\nUp to 5%, this may include travel to any or all 50 US states \n\nTravel is defined as physically leaving home on behalf of business activities including but not limited to client sites, meetings with other employees, meeting for business development purposes, running errands on behalf of the business, attending industry conferences, etc.\n\nEducation/Experience Requirements\n\nMinimum of a Bachelor degree in Information Technology, Computer Science, or related discipline\n\nPLUS\n10 years of experience in Information Technology\n\nBenefits\n\nAI2IO offers a very competitive benefits package; highlights include\n\nChoice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option)\n\nFlex spending accounts (FSA)\n\nDental and vision plans\n\nComprehensive medical, dental and vision benefits extended to spouse / domestic partner and dependent children up to age 26\n\n401k with company match and self-directed brokerage account option\n\nPTO including additional paid time off during the last week of the year\n\nCompany paid life insurance coverage for employees and their eligible dependents\n\nShort and long-term disability, AD&D coverage\n\nProfessional development opportunities, tuition reimbursement and professional licensing assistance\n\nPaid parental leave after one year of employment\n\nCO, CA, IL, NY, WA, and Washington DC residents only: In accordance with CO, CA, IL, NY, WA, and Washington DC law, the range provided is AI2IO's reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location.\n\nAI2IO is an EEO/Affirmative Action Employer and participates in the E-Verify program with the Department of Homeland Security. We encourage diversity in our workforce.\n\nNOTICE TO THIRD PARTY AGENCIES:\n\nAI2IO does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to AI2IO in the absence of a signed Service Agreement where AI2IO has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of AI2IO and AI2IO will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":7868,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Insurance coverage","Life insurance","Parental leave","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Illinois","iso":null,"kind":"city"},{"name":"Washington","iso":null,"kind":"city"},{"name":"New York","iso":null,"kind":"city"},{"name":"District of Columbia","iso":null,"kind":"city"},{"name":"Colorado","iso":null,"kind":"city"},{"name":"California","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Data & Analytics","Software"],"lifecycle":[{"event":"open","at":"2026-10-18T08:29:33Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["seen:0","win:early"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/ai2io-support-technician-specialist","json_url":"https://alion.io/job/ai2io-support-technician-specialist.json","meta":{"generated_at":"2026-10-19T11:50:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8436,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4434527},"rest":"https://alion.io/mcp/rest/get_company?id=4434527"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fai2io-support-technician-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fai2io-support-technician-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fai2io-support-technician-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ai2io-support-technician-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fai2io-support-technician-specialist"}]}