ITS Support Technician ? REMOTE?? Contract-to-Hire

ITS Support Technician - REMOTE - Contract-to-Hire
Location: Remote
Duration: Contract-to-Hire
Industry: Retail / Technology / Enterprise IT
Client: Available to qualified candidates

Opportunity Overview:
iSphere is seeking an experienced ITS Support Technician for a contract-to-hire remote opportunity. This role is perfect for a technically skilled professional with strong networking knowledge and a passion for hands-on support. You ll provide Level 3 support to internal and external customers across a broad range of technologies including POS systems, networking, and end-user hardware and applications. Field service experience is a major plus and highly valued for this role.

Key Responsibilities:

• Lead critical incident resolution for customer and end-user issues

• Troubleshoot and resolve escalated Service Desk tickets across hardware, software, and applications

• Provide advanced support for POS systems and third-party tools

• Monitor systems to quickly identify and respond to outages

• Maintain high-quality technical documentation and ticket updates

• Offer guidance and mentorship to other ITS Support Technicians

• Deliver consistent customer communication and support across phone, email, and in-person interactions

• Work closely with vendors to resolve hardware/software issues

• Support business partners with operational needs and ensure high technical service standards

• Help reconcile tickets related to billing, refunds, and payment systems

• Provide status updates and escalate issues as needed to ensure resolution

Required Technical Skills & Knowledge:

• Networking: VPN, VLAN, IP addressing, remote access

• Hands-on experience with Cisco Meraki

• Strong troubleshooting knowledge of hardware and software systems

• Experience with Exchange, Active Directory, and Remote Desktop tools

• Ticketing systems (ServiceNow, Zendesk, or similar)

• Familiarity with telephony, internet, wireless, and mobile devices

• Proficiency with Microsoft Office Suite

• Basic math skills and analytical troubleshooting

Professional Experience:

• 5+ years of technical support experience, ideally in Level 2 or Level 3 roles

• 5+ years of high-touch customer service experience

• Experience supporting retail environments, distributed locations, or enterprise systems

• Field service or field tech experience is strongly preferred

• Prior involvement in IT projects or deployments is a plus

Education & Certifications:

• High School diploma or GED required

• Additional technical training or certifications preferred

• Ability to read and interpret technical documentation, service reports, and procedural manuals

• Skilled in creating clear written reports and professional correspondence

Why This Role?

• Hands-on work with enterprise technologies and real-world user environments

• Growth opportunity in a dynamic support team with leadership potential

• Ideal for techs with strong networking experience and field service backgrounds