What are the responsibilities and job description for the IT Support Representative position at Patten Title Company?
The IT Support Representative provides day-to-day technical support for the organization’s hardware, software, and network systems. This position focuses on troubleshooting user issues, maintaining system functionality, supporting onboarding/offboarding processes, and ensuring secure and efficient IT operations. The ideal candidate is service-oriented, technically capable, and comfortable supporting cross-functional teams.
Key Responsibilities
User Support & Troubleshooting
- Serve as the primary point of contact for IT-related support requests.
- Troubleshoot hardware, software, network, and connectivity issues.
- Provide remote and in-person technical support to end users.
- Escalate complex technical issues to senior IT staff or external vendors.
- Assist with onboarding new employees, including workstation setup and system access.
- Provide basic user training and guidance on company systems and tools.
System Maintenance & Administration - Set up and configure desktops, laptops, printers, and mobile devices.
- Manage user accounts, passwords, and access permissions.
- Install software updates, patches, and security configurations.
- Monitor system performance and report recurring issues.
- Maintain documentation of support tickets, resolutions, and IT procedures.
Network & Security Support - Assist with troubleshooting network connectivity, VPN, and email issues.
- Support cybersecurity best practices including endpoint protection and access controls.
- Help enforce IT policies and data security standards.
- Assist with maintaining backups and supporting disaster recovery procedures.
Equipment & Asset Management - Track and manage IT inventory including hardware and licenses.
- Coordinate equipment repairs and warranty claims when needed.
- Maintain organized records of assigned equipment and assets.
Key Competencies
- Customer service mindset
- Problem-solving ability
- Technical aptitude
- Attention to detail
- Time management and prioritization
- Cross-functional collaboration
Requirements
- 1–3 years of experience in IT support or help desk roles.
- Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent experience).
- Experience supporting Windows and/or macOS environments.
- Working knowledge of Microsoft 365 and common business applications.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Strong troubleshooting and analytical skills.
- Excellent written and verbal communication skills.
- CompTIA A , Network , or similar certification preferred.
Benefits
- Competitive salary
- Medical
- Dental
- Vision
- FSA and HSA options
- 401(k) with employer matching up to 4% of salary
- Life insurance
- Paid Time Off
- Paid company holidays
- Short-term Disability
- Long-term Disability
- Discount program
- Employee Resource Services
- Fitness Membership discounts