Information Technology Technician (IT) - Americus

TITLE: Information Technology Technician

REPORTS TO: Information Technology Director

Non-Exempt

PURPOSE OF POSITION:

We are seeking a highly approachable, experienced, and resourceful IT Technician to provide exceptional technical support to our team. As the first point of contact for tech-related issues, you will play a crucial role in minimizing downtime and maximizing productivity. You will be responsible for setting up hardware, troubleshooting software glitches, managing user accounts, and resolving helpdesk tickets promptly and with excellent customer service.

 ROLE and RESPONSIBILITIES:

1. Helpdesk Support: Act as the primary responder for Tier 1 and Tier 2 IT support requests via our ticketing system, phone, or in-person walk-ups.
2. Hardware Management: Provision, deploy, and maintain end-user hardware, including laptops, desktops, monitors, phones, and peripherals.
3. Software Administration: Install, configure, and troubleshoot operating systems (Windows and macOS) and standard business applications (e.g., Microsoft 365, Teams, CrowdStrike, Zoom).
4. Onboarding & Offboarding: Manage user account creation, permissions, and access controls in [Active Directory / Entra ID / O365] to ensure smooth transitions for new hires and departing employees.
5. Basic Networking: Troubleshoot basic local area network (LAN), Wi-Fi, and VPN connectivity issues.
6. Asset Tracking: Maintain an accurate inventory of all IT hardware, software licenses, and warranties.
7. Documentation: Create and update internal IT documentation, knowledge base articles, and user training guides.

KEY CHARACTERISTICS:

• Excellent communication skills (Written and Oral)
• Ability to work with frequent interruptions
• Ability to muti-task

 EDUCATION/EXPERIENCE/QUALIFICATIONS:

Required Qualifications:

1. Experience: 3 to 5 years of proven experience in an IT support, helpdesk, or technical desktop support role.
2. OS Proficiency: Strong hands-on knowledge of Windows and macOS operating systems.
3. Ticketing Systems: Experience using IT Service Management (ITSM) tools to track and resolve issues (e.g., Zendesk, Jira Service Desk, Spiceworks, ServiceNow).
4. Networking Basics: Solid understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPNs).
5. Customer Service: Outstanding interpersonal skills with the patience to assist non-technical users and a dedication to seeing problems through to resolution.
6. Problem Solving: Strong diagnostic skills and the ability to think on your feet in a fast-paced environment.
7. Physical Demands: Must meet the physical demands of the position, including the ability to lift and handle up to 45 pounds of materials, bend, stoop, and stretch as required to place and retrieve materials or equipment on shelving.

Preferred Qualifications:

1. Industry-recognized baseline certifications such as CompTIA A , CompTIA Network , or Microsoft 365 Certified: Endpoint Administrator. CompTIA Security is a plus.
2. Associate or bachelor’s degree in information technology, Computer Science, or a related field.
3. Experience supporting remote employees and utilizing remote desktop support tools.