IT Support Technician at Mod Op – Panama City

About Mod Op

Mod Op is a full-service advertising agency able to offer clients a full suite of solutions. Mod Op can offer you access to low-cost, high-quality health care options and a team of enthusiastic, collaborative and motivated coworkers who see career development and personal development as intertwined.

At Mod Op, we’re more than just an agency—we’re a team of forward-thinking professionals who are passionate about driving client success. We believe in fostering meaningful relationships, collaborating across disciplines, and delivering impactful solutions that help businesses grow. If you are a strategic thinker with a passion for building lasting client partnerships, we’d love to hear from you. Join us and be part of a company that values innovation, creativity, and excellence in everything we do.

About the role

We are seeking a customer-focused Tier 1 Helpdesk Technician to support our growing and dynamic organization. This role is primarily remote but requires occasional onsite support in Panama City. The ideal candidate brings 2 to 5 years of hands-on technical support experience, strong troubleshooting skills across Mac and Windows environments, and a collaborative, service-oriented mindset.

This position plays a critical role in delivering an excellent employee technology experience through responsive support, effective onboarding, and clear documentation. The IT Support Technician position will be offered under a one-year professional services contract, during which performance will be evaluated for potential transition to a full-time role.

What you'll do

Key Responsibilities

• Provide Tier 1 technical support for end users across Mac and Windows environments.

• Troubleshoot hardware, operating systems, and standard business applications

• Support and administer:

• Microsoft 365

• Microsoft Teams

• Intune and mobile device management (MDM)

• Google Workspace

• Adobe Creative Cloud

• Perform new hire onboarding, including device preparation, account provisioning, daily maintenance tasklist, and orientation support

• Assist with hardware deployment, inventory tracking, and lifecycle management

• Document issues, resolutions, and processes clearly within the ticketing system and knowledge base

• Support compliance-related processes and maintain adherence to security and policy standards

• Escalate issues appropriately while maintaining ownership of user communication

• Participate in occasional onsite support activities in Panama City

Success Metrics

• Meet ticket SLAs for first response and triage

• Achieve high internal customer satisfaction scores through strong communication and ticket resolution

• Tracks and documents work completed

• Dependable and effectively works within the team

Qualifications

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent

• Experience supporting compliance-driven environments

• Experience working in hybrid or remote-first organizations

Key Competencies

• Customer-first mindset with a genuine desire to help

• Collaborative and team-oriented approach

• Humble, solutions-focused, and not ego-driven

• Strong documentation habits and attention to detail

• Ability to manage multiple priorities in a fast-paced environment

• Comfortable working independently in a primarily remote role