Job Description

The Role:
The IT Technician plays a key role in delivering end-user technical support and maintaining the functionality of systems, hardware, and software across the organization. This position demands strong analytical and troubleshooting abilities, a solid grasp of IT infrastructure, and effective communication skills to assist users with diverse technical backgrounds.
This is a fully remote role open to candidates located anywhere in the United States. While applicants from all eligible states are welcome to apply, candidates located in the Central Time Zone are strongly preferred.

In This Role, You Will:
• Work within the Tech Support ticketing system to ensure timely resolution of service requests while upholding exceptional standards of customer service and user satisfaction
• Diagnose and resolve hardware, software, tier 1 network, tier 1 information security, and endpoint-related issues across a distributed workforce
• Administer user accounts, permissions, and access controls within Microsoft 365 and other business systems
• Manage endpoint devices using MDM solutions such as Microsoft Intune, Jamf, and Apple Business Manager, including device enrollment, policy deployment, and compliance monitoring
• Utilize remote monitoring and management (RMM) tools to proactively identify, troubleshoot, and remediate issues across a distributed device fleet
• Document, track, and maintain detailed records of issues, resolutions, and work performed within the ticketing system.
• Create and maintain knowledge base articles and end-user documentation to improve service efficiency and reduce repeat incidents
• Deliver user training and support to promote adherence to IT policies, enhance technical proficiency, and encourage cybersecurity best practices
• Collaborate with IT team members on complex technical issues, operational improvements, and technology initiatives
• Support organizational growth initiatives, including employee onboarding, technology rollouts, office expansions, and systems integrations
• Monitor emerging technologies and recommend improvements to enhance IT operations, security, and user experience
• Complete quality work on time while managing competing priorities and cross-functional projects
• Perform additional duties as assigned
What You Bring:
• Bachelor’s degree in computer science or a related field, or equivalent work experience preferred
• 5+ years of proven experience as an IT Technician or in a similar technical support role; experience working in a remote environment is a plus
• Experience supporting a rapidly growing organization, with the ability to adapt to evolving business needs and priorities
• Hands-on experience with endpoint management and MDM platforms (Microsoft Intune, Jamf, or Apple Business Manager) including device enrollment, policy deployment, and compliance reporting
• Experience with remote monitoring and management (RMM) tooling for remote remediation across a distributed fleet
• Proven ability to independently troubleshoot and resolve complex technical issues with minimal supervision.
• Experience in creating and maintaining knowledge base articles, runbooks, and end-user documentation that reduce repeat ticket volume
• Familiarity with network troubleshooting and basic network concepts
• Ability to work independently and as part of a team
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus
• Experience managing Microsoft 365 cloud services (Exchange Online, Teams, OneDrive, etc.)
• Possess strong organizational and interpersonal skills with a customer service orientation
• Strong verbal and written communication skills
Who We Are:
YA Group is an international professional services organization providing forensic consulting, engineering, risk mitigation, and related services. Founded over 25 years ago as a property damage consulting firm, YA has expanded through organic growth and strategic acquisitions. Today, YA has over 800 professionals dedicated to excellence, partnership, and driving innovation.
What We Offer:
• Employee-focused culture
• Strong commitment to work-life balance
• Remote work
• Flexible vacation & Paid holidays
• Paid family care/sick leave
• Parental leave
• Medical, Dental, Vision + more
• 401k w/match
• Career growth
• Competitive salaries
Fraudulent Recruitment Alert:
Please be vigilant against fraudulent recruitment attempts. YA will never ask for personal financial information, such as bank account numbers or identification numbers, via social media or chat-based apps. YA also will not request money for the purchase of business equipment, post job opportunities on Craigslist, or conduct interviews solely via text message.
All official email communications regarding applications will come from notify@dayforce.com or directly from a member of YA’s talent team using an @yagroup.com domain name. If fraudulent activity is suspected, please contact careers@yagroup.com.
Disclosures:
As part of our recruitment process, we may use AI-assisted tools to support candidate screening and evaluation. These tools are designed to assist—rather than replace—human decision-making, and all employment decisions are made by our recruiting team in accordance with applicable laws and our commitment to equal employment opportunity. Where required by law, we will provide additional information about the use of these tools, including their purpose, and offer alternative processes or accommodations upon request.