What are the responsibilities and job description for the IT Support Technician position at FiveStar?
General Summary: The IT Support Technician provides front-line technical support to store and office users, resolving hardware, software, connectivity, and device issues. This role ensures timely, high-quality support across all our locations — keeping technology running reliably to support the productivity of end users.
Essential Job Duties:
- Receive, log, and prioritize helpdesk tickets; provide hands-on troubleshooting and resolution for hardware, software, application, and connectivity issues across desktops, laptops, tablets, printers, and other end-user devices.
- Set up, configure, and deploy new equipment including computers, tablets, and peripherals; support mobile device enrollment, configuration, and troubleshooting.
- Assist with software installations, updates, and licensing compliance; perform routine maintenance and health checks on end-user devices and peripherals.
- Assist with onboarding and offboarding employees, including account setup, device provisioning, and access rights management as directed.
- Escalate complex issues to the Information Technology (IT) Support Manager with detailed documentation; collaborate with IT, Point-of-Sale (POS), and Fuel Technology (FT) teams on cross-functional technology issues.
- Maintain accurate helpdesk records and knowledge base documentation; assist in developing user guides, FAQs, and troubleshooting procedures.
- Assist in training end users on technology tools and best practices
- Provide rotational weekend and holiday support coverage as scheduled.
Minimum Qualifications:
- A 2-year college or technical degree in related field, with 2 years of experience, or any equivalent combination of training and experience.
- Experience providing technical support and troubleshooting hardware, software, and connectivity issues in a helpdesk or desktop support environment.
- Professional appearance and a positive attitude.
- Team player, honest, hardworking, and excellent attendance.
- Excellent verbal, written, and interpersonal communication skills.
- Detail-oriented with strong analytical, problem-solving, organizational, and time management skills; ability to work independently and prioritize.
- Proficient with Microsoft Office Suite, operating systems, or related software.
- Valid Driver’s License.