Respond to end-user requests for technical assistance using established manuals and scripted responses.
Effectively interact with customers to diagnose and address issues in a professional and timely manner.
Identify and escalate unresolved or complex issues to the appropriate engineering support team.
Accurately input data into a variety of business software systems and networks.
Conduct routine data management activities under the supervision of senior staff.
Maintain data integrity and support quality control processes as directed.
Perform routine database administration tasks under the supervision of a Database Administrator.
Log and maintain accurate database administration records and activity logs.
Support senior database staff with day-to-day operational needs as assigned.

High school diploma or equivalent required; associate degree or technical certification preferred.
Basic proficiency with computers, software applications, and common business systems.
Ability to follow written instructions, scripts, and established procedures accurately.
Strong attention to detail and data entry accuracy.
Clear and effective communication and interpersonal skills for customer-facing interactions.
Ability to work under supervision and escalate issues appropriately.
Prior experience in any of the functional areas listed above is desirable.
Ability to pass government background security investigation once hired.

Fully remote, full-time role with meaningful mission impact for the Veteran community
Supportive environment that invests in your growth and the growth of your team
Medical, Dental & Vision Insurance — J-Mack covers 80% of employee premiums and 50% of dependent premiums
Basic Life, Short-Term Disability & Long-Term Disability — J-Mack covers 100% of the costs
401(k) Safe Harbor Plan with full vesting and 4% company match
Paid Time Off: 120 hours annually, increasing to 160 hours after 5 years
11 Paid Holidays
Charity Matching: J-Mack matches employee donation

IT Support Technician

Key skills