Position Summary

The IT Support Technician plays a crucial role in maintaining an organization’s technology infrastructure. They provide technical assistance to end-users, troubleshoot hardware and software issues, and ensure smooth operations across various systems. This position requires a strong understanding of computer hardware, software, and networking principles.

Essential Duties and responsibilities

• User Support:
  • Respond to user inquiries via email, teams and Service Desk
  • Diagnose and resolve technical issues related to hardware, software, and network connectivity.
  • Provide excellent customer service by addressing user concerns promptly and professionally.
• Hardware and Software Troubleshooting:
  • Troubleshoot and repair desktops, laptops, printers, and other peripherals.
  • Install, configure, and maintain software applications.
  • Perform system upgrades and patches.
• Network Support:
  • Assist with network setup, including routers, switches, and wireless access points.
  • Troubleshoot network connectivity issues.
• Documentation and Training:
  • Maintain accurate records of support requests, resolutions, and inventory.
  • Train on a need-to basis in coordination senior IT Management
• Security and Data Protection:
  • Implement security protocols to safeguard sensitive data.
  • Educate users on cybersecurity best practices.
• System Maintenance:
  • Perform routine maintenance tasks, such as system updates and hardware cleaning.
  • Coordinate with vendors for equipment repairs or replacements.
  • Monitor system performance and address any anomalies.

Minimum Qualifications

• Associate degree or relevant certification in IT, Computer Science, or a related field.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal abilities.
• Familiarity with Windows, macOS operating systems.
• Competent in Entra/Active Directory and Microsoft 365 Environments.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Ability to work independently and as part of a team.

Competencies

• CompTIA or similar certification.
• Experience with RMM and Service Desk Applications
• Familiarity with Microsoft 365

Working conditions

This job operates in a professional office environment with a business casual dress code. Must be able to work in a fast-paced environment. Minor local travel to other offices within the area. This is an in-office job with potential to work from home on a need-to basis and at the discretion of management.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must be able to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.