What are the responsibilities and job description for the Technical Support Technician position at Golden Technology?
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The Role: Technical Support Technician
Location: Raleigh, NC
Type: Contract
What You Ll Do
The Technical Support Technician is responsible for serving as the Tier 1 point of contact for IT support requests related to PC hardware, operating systems, and software applications while maintaining an efficient and productive computer operating environment. This role involves troubleshooting, resolving, and documenting end user technical issues in a customer focused manner, as well as performing automated patch management activities including testing, validation, and compliance monitoring. The technician also manages the equipment lifecycle by configuring, deploying, and inventory leased PCs and laptops. Beyond hardware and software maintenance, this position is responsible for developing user-facing documentation, providing technical training to staff, and participating in an on call rotation to assist with afterhours scheduled maintenance.
Responsibilities
Founded in 1997, Golden Technology has grown from a two-person vision into a trusted partner for Fortune 500 clients nationwide. Along the way, we ve built a culture centered on family, professional growth, and giving back to our communities through our Golden Community initiatives.
Here s What Sets Us Apart
Apply today and let s build your brighter future together.
The Role: Technical Support Technician
Location: Raleigh, NC
Type: Contract
What You Ll Do
The Technical Support Technician is responsible for serving as the Tier 1 point of contact for IT support requests related to PC hardware, operating systems, and software applications while maintaining an efficient and productive computer operating environment. This role involves troubleshooting, resolving, and documenting end user technical issues in a customer focused manner, as well as performing automated patch management activities including testing, validation, and compliance monitoring. The technician also manages the equipment lifecycle by configuring, deploying, and inventory leased PCs and laptops. Beyond hardware and software maintenance, this position is responsible for developing user-facing documentation, providing technical training to staff, and participating in an on call rotation to assist with afterhours scheduled maintenance.
Responsibilities
- Serve as a Tier 1 point of contact for IT support requests related to PC hardware, operating systems, and software applications.
- Troubleshoot, resolve, and document end user technical issues in a timely and customer focused manner, escalating issues as appropriate.
- Perform automated patch management activities, including patch testing, validation, deployment, and post deployment review for endpoints.
- Monitor patch compliance and assist with identifying and resolving patch deployment issues or exceptions.
- Develop and maintain user facing documentation, knowledge base articles, and internal IT procedures.
- Assist with end user training related to supported technology, security practices, and common IT processes.
- Prepare, configure, deploy, maintain, and inventory leased PCs, laptops, and related endpoint equipment.
- Support general IT administrative tasks, including asset tracking, equipment lifecycle management, and problem documentation.
- Participate in on call rotation and assist with after hours scheduled maintenance as authorized.
- Attend classes and courses for additional training as identified or required for this role.
- Actively foster an environment of cooperation and teamwork in order to effectively work with other departments/divisions and fellow employees.
- Perform other duties as assigned.
- Bachelor s degree in computer science, Information Technology, or related field or equivalent combination of education and experience.
- Technical certification (A or Network ) or two to three years of PC support experience in a business environment.
- Demonstrated experience supporting automated patch management processes, including pre deployment testing, production rollout, and compliance monitoring. Familiarity with centralized endpoint management platforms such as Endpoint Central is preferred.
- Experience documenting technical procedures and creating user friendly guidance or knowledge base content.
- Strong customer service skills with the ability to communicate technical concepts clearly to non technical users.
- Ability to troubleshoot issues independently while following established escalation and change management processes.
- Willingness and ability to travel periodically to other office locations and participate in on call rotation is required.
Founded in 1997, Golden Technology has grown from a two-person vision into a trusted partner for Fortune 500 clients nationwide. Along the way, we ve built a culture centered on family, professional growth, and giving back to our communities through our Golden Community initiatives.
Here s What Sets Us Apart
- Family-first culture that values balance and support.
- Career development through mentorship, opportunities, and investment in our people.
- Community impact by dedicating time, talent, and resources to the places we live and work.
- Exciting opportunities with innovative companies.
- Guidance from a recruiting team with decades of experience.
- A professional, supportive culture built on trust and collaboration.
Apply today and let s build your brighter future together.