IT Service Technician I

### **Description** At VC3, we don’t just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time. We're a team of doers, builders, and tech whisperers who live by 4 core values: **Go Beyond** \| **Own It** \| **Be Curious**\| **Serve as One** We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar. **The Impact you will have:** In this role, you will be responsible for providing technical support to VC3 clients, with a strong focus on resolving client requests to their satisfaction. You will also assist your Service Technician teammates with their incident ticket workload when needed.### **What you will be doing:** * Provide end user support to VC3 clients via inbound phone, email and webchat, following ITIL founded triage model to determine the appropriate course of action * Troubleshoot technical issues including hardware (monitors, keyboards, printers), applications, VPN/remote access, network drives, DNS, and workstation performance issues * Support user account management in Active Directory, Exchange, and O365, including account set ups/terminations, password resets, email updates and permission changes * Perform standard service tasks such as IMAC (installs, moves, adds and changes) requests, software installs, system updates * Manage mobile and telephone support, including email set up on mobile, adjust phone systems, call forwarding and updating extensions * Investigate spam/phishing emails, secure compromised email accounts, and complete malware scan and removal * Escalate out of scope issues to the appropriate elevated team * Ensure proper documentation by updating tickets, changing logs, internal guides, and knowledge base articles * Participate in the on\-call rotation (1 week every 3\-4 months) * Additional duties as required ### **The tools you bring:** * Minimum 1 year of experience in a technical support or customer service position OR recent technical education experience in a post\-secondary environment * Demonstrable understanding of Windows OS (7–11\), Office Suite/365, Windows Server (2016–2025\), Active Directory, DHCP, DNS, and Terminal Services, MS Entra environment * Go Beyond– you take that extra step to create moments that are unexpected but appreciated. * Own It \- You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line. * Be Curious \- You challenge the status quo and aim for continuous improvement and constant learning. * Serve as One \- You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success. ### **What’s in it for you:** * **Well\-being \