IT Field Support Technician

IT Field Support Technician ? ICBD Fort Lauderdale, FL HQ/ Lauderdale Lakes - In-Office

About ICBD ICBD is a robust single-family office focused on private investment and business development, supporting exceptional companies in healthcare, technology, and beyond. We own and operate a growing portfolio of high-performance businesses united by a shared commitment to people, operational excellence, and long-term value creation. But we?re not just building businesses?we?re building a legacy of leadership, innovation, and purpose. Joining ICBD means you'll be part of the team behind some of the fastest-growing companies in healthcare, technology, and business services. We are proudly self-funded, committed to sustainable growth, and led by visionary thought leaders?including our CEO and Founder, the 2024 Ernst & Young U.S. Entrepreneur Of The Year? National Overall Award winner. Our most visible success is ABA Centers, a revolutionary leader in autism care and diagnostics, ranked #5 on the 2024 Inc. 5000 list of fastest-growing private companies in the U.S. The ICBD portfolio includes these dynamic organizations united by strategic vision, operational expertise, and unwavering commitment to excellence:

• ABA Centers ? The leading provider of autism care in the U.S., with 13 regional brands and 70+ operating areas.
• GateHouse Treatment ? A comprehensive network of substance use disorder programs that address the full spectrum of recovery needs from medical treatment to supportive housing and respite services.
• Marquis MD ? A concierge medicine concept redefining healthcare by prioritizing convenience, connection, and care powered by advanced technology.
• Exact Billing Solutions ? Innovative revenue cycle management and advanced billing support systems for healthcare providers.
• Curative AI ? A next-generation platform using AI to disrupt and transform the healthcare system by providing new solutions for revenue cycle management, scheduling, medical documentation, clinical and diagnostic support, and more.
• The Christopher M. Barnett Family Foundation ? The philanthropic heart of ICBD, advancing programs that address autism care, food insecurity, homelessness, women's empowerment, and underserved children.

Recognition & Awards At ICBD, our commitment to operational excellence, ethical leadership, and transformative care has earned us recognition across industries. Our portfolio companies and leadership team have been honored with multiple awards, including:

• Inc. 5000 ?? 5th Fastest-Growing Private Company in America (2024).
• Financial Times ? #1 on "The Americas' Fastest Growing Companies."
• EY Entrepreneur Of The Year? U.S. Overall.
• South Florida Business Journal's Top 100 Companies.
• Florida Trend Magazine's 500 Most Influential Business Leaders.
• Inc. Best in Business, Health Services.

About the Role IT Field Support Technician provide technical support to maintain our computer systems and ensure optimal performance so that end users can maintain high productivity. The successful candidate will work with a team to execute a roadmap with specific tasks related to security, networking, phone system, system adoptions, etc. The principal functions of the position identified shall not be considered as a complete description of all the work requirements and expectations that may be inherent in the position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the position.

The following are duties and responsibilities that the IT Field Support Technician shall provide:

• Provide first contact support for incoming requests to the service desk via web portal, email, ticket system and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Record, track, and document the service desk incident, solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Test fixes to ensure the problem has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Requirements

• Bachelor's degree in Information Technology or Computer Science.
• Certification in ITIL Foundation, A+, Network+, and/or Microsoft Certified Professional.
• 4+ years in IT support.
• Mac and iOS experience.
• Flexibility to work rotating evenings and weekends.
• Willingness to submit to drug and background screenings.
• Knowledge of basic computer hardware, including Dell, Microsoft, Lenovo systems.
• Experience with desktop and server operating systems, including Windows OS, Mac OS, iOS, and Android.
• Extensive application support experience with Office365, Azure, Microsoft Office, Adobe Creative Cloud, Mimecast, Active Directory, TeamViewer, Virtualization, Multi Factor Authentication tools, Jira, Service Now
• Working knowledge of a range of diagnostic utilities.
• Familiarity with the fundamental principles of ITIL.

Benefits

• 21 paid days off (15 PTO days increasing with tenure, plus 6 paid holidays)
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Medical, dental, vision, long-term disability, life insurance, AD&D insurance, and GAP Plan (TransAmerica)
• Generous 401(k) with up to 6% employer match
• 100% employer-paid maternity/paternity leave for up to 5 weeks
• Tuition reimbursement up to $2,500 per semester
• EAP (unlimited counseling 24/7), BeyondMed (discounts on wellness and elective healthcare services), PerkSpot (discounts on top brands), Pet Insurance (Nationwide), and On the GoGa wellbeing hub

Closing Statement

ICBD is an Equal Opportunity Employer and is committed to building an inclusive workplace free from discrimination. We make employment decisions based on qualifications, merit, and business needs, and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law. ICBD participates in the U.S. Department of Homeland Security E-Verify program. We are committed to providing reasonable accommodation for qualified individuals with disabilities throughout the hiring process and employment. If you require assistance or accommodation, please let us know.