What are the responsibilities and job description for the First Line IT Support Technician position at APIC Solutions, LLC?
Compensation $60,000-$70,000/Yearly
Overview:
The First Line IT Support Technician provides day-to-day technical support across the organization, ensuring end users receive prompt, professional assistance for all desktop, mobile, and basic network needs. This role is responsible for device setup, user account management, patching oversight, and maintaining accurate inventory and licensing records. The technician will work closely with the Director of Technology and support IT operations across multiple offices.
Key Responsibilities:
- End-User Support
- Provide daily desktop support to staff, including troubleshooting hardware, software, and peripheral issues.
- Set up and configure new PCs, laptops, tablets, cell phones, and desk phones.
- Assist with employee onboarding including account setup, device allocation, and initial technical orientation.
- Sanitize, reimage, and prepare returned company equipment for redeployment.
- M365 Administration
- Maintain Microsoft 365 user accounts, licenses, and security groups.
- Manage shared mailboxes, distribution lists, and basic Exchange Online configurations.
- Ensure account changes (new hires, role changes, terminations) are handled promptly.
- Network & Systems Support
- Assist with basic network troubleshooting and ongoing maintenance tasks.
- Review and approve patching and updates through the RMM suite as required.
- Maintain a small on-site inventory of equipment in the ABQ server room.
- Support miscellaneous IT projects and initiatives assigned by the Director of Technology.
- Asset & License Management
- Maintain accurate device inventory using the Hilti OnTrack system.
- Track licensing, subscriptions, and usage across offices to ensure compliance and proper allocation.
- Update records for hardware lifecycle, replacements, and repairs.
Qualifications:
Required:
- 1–2 years of IT support experience, help desk, or similar technical role.
- Strong knowledge of Windows desktop environments; familiarity with Windows Server and macOS a plus.
- Experience supporting mobile devices (iOS/Android).
- Basic understanding of networks (TCP/IP, Wi-Fi, VPN).
- Familiarity with Microsoft 365 administration.
- Ability to troubleshoot hardware issues and perform standard device setups.
- Strong communication, customer service, and problem-solving skills.
- Ability to maintain accurate documentation and inventory.
- Preferred:
- Experience with RMM/patching tools.
- Experience with device management or asset-tracking platforms (e.g., Hilti OnTrack).
- Prior exposure to Active Directory and Azure AD user administration.
- Basic understanding of VoIP phone systems.
Work Environment & Expectations
- On-site role with occasional travel to local offices as needed.
- Ability to lift and move IT equipment (up to ~40 lbs).
- Must be able to prioritize and handle multiple tasks in a fast-paced environment.
- Professional conduct and confidentiality required at all times.
Salary : $60,000 - $70,000