What are the responsibilities and job description for the IT Support Technician position at Eldeco, Inc.?
Position Summary
The IT Support Technician provides first-line technical support for end users experiencing hardware, software, and network issues. This role is responsible for responding to help desk requests, troubleshooting technical problems, and ensuring timely resolution or escalation to higher-level support when necessary. The technician serves as the face of IT support, maintaining a customer-focused approach, and ensuring users experience minimal downtime.
Key Responsibilities
- Respond promptly to incoming support requests via phone, email, or ticketing
- Diagnose and troubleshoot hardware, software, and basic network issues for desktops, laptops, printers, and mobile devices.
- Install, configure, and maintain operating systems, applications, and user
- Assist with onboarding and offboarding users, including hardware setup and access
- Escalate unresolved technical issues to level two or level three support as
- Maintain accurate documentation of support activities and solutions in the help desk
- Monitor and manage assigned tickets to ensure timely resolution in accordance with
- Provide excellent customer service and maintain professionalism with all
- Support basic cybersecurity practices such as password resets, MFA enrollment, and antivirus
- Assist with inventory tracking for IT equipment and
Qualifications
Education & Experience:
- High school diploma or equivalent (associate degree or IT certification preferred).
- 1 years of experience in technical support, help desk, or related IT
- Experience with Microsoft Windows, Office 365, and basic networking
Certifications (Preferred):
- CompTIA A
- CompTIA Network
- Microsoft Certified: Modern Desktop Administrator Associate
Skills & Competencies
- Strong troubleshooting and problem-solving
- Excellent verbal and written
- Customer-focused with a helpful and positive
- Ability to prioritize multiple tasks and meet
- Basic understanding of Active Directory, user permissions, and remote support
- Familiarity with IT ticketing systems (Zendesk preferred).
Working Conditions
- Primarily office-based with occasional travel between local
- May require occasional evening or weekend work for system maintenance or
- Ability to lift up-to 40 for moving computer equipment.
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