Iconic Technologies Communications

We are looking for a versatile, technically strong Helpdesk & Systems Engineer to join our remote IT team. This is a multifaceted role for someone who enjoys solving problems, digging into technical issues, supporting end users, and working across Microsoft 365, Active Directory, security, endpoint management, and backup systems.

This position is ideal for an IT professional who has moved beyond basic password resets and desktop support and is comfortable taking ownership of issues that require investigation, troubleshooting, and coordination with field technicians.

You will work remotely and provide both direct technical support and behind-the-scenes assistance to our IT team. You'll be expected to troubleshoot independently, document your work thoroughly, and know when an issue needs to be escalated.

What You'll Do

Microsoft 365 Administration & Troubleshooting

• Troubleshoot Microsoft 365 user, account, email, and application issues.
• Administer and troubleshoot Microsoft 365 services and user accounts.
• Investigate email delivery, authentication, permissions, and mailbox issues.
• Assist with Microsoft 365 security investigations and review relevant logs and activity.
• Troubleshoot Microsoft 365 authentication and account-related issues, including MFA and sign-in problems.
• Support Microsoft 365 administration alongside the senior engineering team.

Active Directory & User Administration

• Troubleshoot Active Directory user and computer issues.
• Create, modify, disable, and troubleshoot user accounts and permissions.
• Perform password resets and account unlocks.
• Troubleshoot Group Policy and workstation/domain connectivity issues.
• Investigate authentication and login problems.

Security & Investigation

• Investigate suspicious Microsoft 365 activity and user reports.
• Review Microsoft 365 security events, sign-in activity, and other available security information.
• Assist with identifying compromised accounts, suspicious email activity, and other potential security incidents.
• Follow established procedures for containing and escalating security-related issues.
• Document findings clearly for escalation and future reference.

Endpoint & Remote Support

• Remotely troubleshoot Windows workstations and common business applications.
• Deploy and configure new computers remotely.
• Assist with workstation provisioning, software installation, updates, and configuration.
• Use Datto RMM for remote monitoring, management, troubleshooting, scripting, and endpoint maintenance.
• Troubleshoot hardware, software, networking, printing, and connectivity issues.
• Support users remotely using standard remote-support tools.

Backup & IT Operations

• Review backup status and identify failed, incomplete, or otherwise problematic backups.
• Troubleshoot basic backup-related issues and escalate when necessary.
• Monitor systems and endpoints for issues requiring attention.
• Perform routine administrative and maintenance tasks across client environments.

Ticket Management & Field Technician Support

• Work tickets through resolution while maintaining clear and accurate documentation.
• Backfill and assist with tickets for field technicians when they are unavailable or overloaded.
• Research and troubleshoot issues before escalating them.
• Provide remote technical assistance to field staff during onsite projects.
• Follow up on outstanding issues and ensure tickets do not fall through the cracks.
• Communicate technical information clearly to both technical and non-technical users.

What We're Looking For

Required Skills & Experience

• 3+ years of experience in IT support, helpdesk, systems administration, or a similar technical role.
• Strong Windows troubleshooting skills.
• Hands-on experience with Microsoft 365 administration and troubleshooting.
• Working knowledge of Active Directory.
• Experience troubleshooting user accounts, passwords, authentication, permissions, and Group Policy.
• Experience with remote desktop/support tools and remote endpoint management.
• Familiarity with endpoint management/RMM platforms; Datto RMM experience is strongly preferred.
• Ability to troubleshoot issues independently rather than simply following scripted procedures.
• Strong written documentation and ticketing skills.
• Good understanding of basic networking concepts such as DNS, DHCP, TCP/IP, VPNs, and Wi-Fi.
• Strong customer-service and communication skills.
• Ability to prioritize multiple tickets and work effectively in a remote environment.

Preferred Experience

• Microsoft 365 security administration or investigation.
• Microsoft Entra ID / Azure AD.
• Microsoft Defender or other Microsoft security tools.
• Datto RMM.
• Datto backup products or other business continuity/backup platforms.
• PowerShell and basic scripting.
• Microsoft Intune.
• Experience working in an MSP or multi-client IT environment.
• Experience supporting remote users and geographically distributed offices.

The Ideal Candidate

The person we're looking for is a technical problem solver.

You don't need to know everything, but you should be comfortable researching an unfamiliar problem, looking at logs, testing potential solutions, and figuring out what is actually happening rather than immediately escalating the issue.

You should be able to move comfortably between tasks such as:

• Resetting a user's password
• Troubleshooting an Outlook problem
• Investigating a suspicious Microsoft 365 login
• Diagnosing an Active Directory issue
• Remotely deploying a new workstation
• Checking why a backup failed
• Using Datto RMM to troubleshoot an endpoint
• Helping a field technician resolve an onsite issue
• Working through a backlog of tickets
• Escalating a complex problem with enough information that the next engineer can immediately pick it up

We're looking for someone who takes ownership, communicates well, documents their work, and enjoys being the person others can rely on when something isn't working.

Work Environment

• 100% remote
• Candidates must be located in Arizona, California, Oregon, or Washington
• Must have reliable high-speed internet and a suitable home-office environment.
• Ability to work independently while remaining highly responsive to the team.
• Occasional schedule flexibility may be required to support users or address urgent technical issues.

What Success Looks Like

A successful Helpdesk & Systems Engineer will:

• Resolve issues efficiently without unnecessary escalation.
• Keep tickets organized, accurate, and up to date.
• Identify patterns and recurring problems rather than simply treating symptoms.
• Provide dependable support to both end users and field technicians.
• Recognize potential security issues and escalate them appropriately.
• Maintain a high level of responsiveness in a fully remote environment.
• Continuously expand their technical knowledge and become a trusted resource for the team.

If you're the type of IT professional who likes figuring out why something is broken—not just telling someone to reboot it—we'd like to hear from you.