IT Service Technician I

Job summary

Provide technical support to clients through phone, email, and webchat, troubleshooting workstation, application, network, account, mobile, and security issues. Manage and document service tickets, escalate issues when needed, assist teammates with incident workloads, and participate in an on-call rotation.

Job details

Careers at IT Service Technician I 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. Department Service Delivery Employment Type Full Time Location Canada - Remote Workplace type Fully remote 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 Flexibility– We’re remote-first, but not remote-only. Some roles include an onsite component, depending on team needs. We aim to give you the flexibility to do your best work, plus company-paid time off to help you thrive in work and in life. Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered. Grow with Us – Whether you’re just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility. People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve. Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way. Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted. Learn more about VC3 by visiting our website and follow us on LinkedIn to stay informed! About VC3, Inc. VC3 offers Managed IT Services, Private Cloud Services, Hosted VoIP, Custom Web Applications, SharePoint Consulting, and Website Design & Hosting. VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results. 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. Apply Now Not quite right? Register your interest to be notified of any roles that come along that meet your criteria. Register Your Interest Apply Now Department Service Delivery Employment Type Full Time Location Canada - Remote Workplace type Fully remote View all opportunities at VC3, Inc.

What you’ll do

Provide technical support to clients through phone, email, and webchat, troubleshooting workstation, application, network, account, mobile, and security issues. Manage and document service tickets, escalate issues when needed, assist teammates with incident workloads, and participate in an on-call rotation.

Requirements

Applicants need at least one year of technical support or customer service experience, or recent technical education in a post-secondary environment. They should demonstrate knowledge of Windows, Microsoft Office 365, Windows Server, Active Directory, DHCP, DNS, Terminal Services, and Microsoft Entra.

Benefits

• Company-Paid Time Off • Employee And Family Assistance Program • Company-Matched Retirement Plans • Learning Reimbursements • Mentorship Programs • Career Development Opportunities

Listed skills

• DHCP · Preferred
• Active Directory · Preferred
• Account Management · Preferred
• DNS · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• End-User Support
• Technical Troubleshooting
• Windows Operating Systems
• Microsoft Office 365
• Windows Server
• Active Directory
• Microsoft Entra
• Exchange
• DHCP
• DNS
• Terminal Services
• VPN And Remote Access
• Network Drives
• Account Management
• Malware Scanning And Removal
• ITIL-Based Triage

Job areas

• Technology
• Customer Service & Support