About the position The IT Support Technician role is a fully remote position for a global cargo airline company, focusing on providing first-level support for technical incidents. The technician will manage and document resolutions using the Cherwell ticketing system, troubleshoot software incidents, and assist end-users, including corporate employees and airline staff, primarily through phone support. The role requires strong customer service skills and technical expertise to diagnose and resolve issues effectively. Responsibilities ? Provide first-level support for all incoming technical incidents. , ? Manage and document resolutions in the Cherwell ticketing system. , ? Troubleshoot primarily software incidents, including Active Directory, O365, and Citrix. , ? Maintain and resolve incidents with internal airline-specific applications. , ? Manage hardware repairs and provide occasional network or connectivity support. , ? Assist end-users via phone support, prioritizing tasks and tracking status of repairs and hardware delivery schedules. , ? Develop and maintain positive customer relations. Requirements ? 2-3+ years of experience in an IT support role in a Windows environment. , ? Strong recent experience using Active Directory to reset passwords and create accounts. , ? Strong experience troubleshooting O365. , ? Understanding of troubleshooting mobile devices and/or tablets, along with desktops and laptops. , ? Strong recent experience using a ticketing system. , ? Understanding of network fundamentals and troubleshooting connectivity issues. , ? Strong communication and customer service skills. , ? Experience troubleshooting Exchange. , ? Understanding of Citrix. , ? Experience working with the Cherwell ticketing system. , ? Experience using Bomgar. , ? Experience using Cisco agent. , ? Experience troubleshooting MS Teams. , ? Experience working for an airline. Nice-to-haves Benefits ? Competitive pay rate between $20-22/hr based on experience level.