IT Support Technician

The IT Support Technician will be responsible for providing technical assistance and support to employees for hardware, software, network, and system issues. This position will involve diagnosing problems, implementing solutions, and maintaining the IT infrastructure to ensure smooth operations. The IT Support Technician will be the go-to person for all technology-related issues and provide effective customer service to meet user needs.

Key Responsibilities:

• Provide first-line support for desktop, laptop, and mobile devices, including Windows, MacOS, iOS, and Android.
• Respond to and troubleshoot hardware, software, network, and systems-related issues.
• Install, configure, and maintain operating systems and software applications, including upgrades and patches.
• Assist with setting up new employee workstations, including hardware installation, account setup, and access to network resources.
• Perform routine maintenance and updates for computer systems and networks.
• Manage Active Directory accounts, including password resets, user provisioning, and permissions management.
• Assist in maintaining the organization’s IT asset inventory, tracking hardware and software licenses.
• Provide support for remote employees, ensuring VPN connections, remote desktops, and virtual environments are functioning properly.
• Assist in setting up and maintaining VoIP phone systems, printers, and other peripheral devices.
• Participate in backup and recovery processes to ensure data integrity.
• Document and track all issues, incidents, and solutions using the ticketing system.
• Collaborate with the IT team to implement new technologies and process improvements.
• Provide end-user training on technology-related topics and best practices.

Requirements

Education: Associate’s degree in Information Technology, Computer Science, or related field preferred.

Experience: 1-3 years of experience in IT support or a similar role.

Technical Knowledge:

• Strong knowledge of Windows and Mac operating systems, hardware configurations, and troubleshooting.
• Proficiency in supporting Microsoft Office Suite and Office 365 applications.
• Familiarity with Active Directory, networking protocols, VPNs, and remote desktop tools.
• Basic understanding of LAN/WAN, TCP/IP, and DNS configurations.
• Knowledge of endpoint security and antivirus tools.
• Familiarity with virtualization technologies (e.g., VMware, Hyper-V).
• Experience with ticketing systems (e.g., Spiceworks, Zendesk) is a plus.

Certifications: CompTIA A+, Network+, or equivalent certifications preferred.

Soft Skills: Excellent communication, customer service, and problem-solving skills.

Ability to work both independently and as part of a team.

Work Environment:

• Ability to work on-site with some remote support as needed.
• Occasionally lifting and moving computer equipment weighing up to 50 lbs.

This role will be scheduled to work Monday-Friday from 8:00am to 5:00pm with the possibility of occasional overtime if required.

Benefits