IT Support Technician

We are seeking a knowledgeable and customer-focused IT Support Technician to join our IT team. In this role, you will serve as the first point of contact for employees requiring technical assistance. You will play a critical role in ensuring smooth IT operations across the organization by troubleshooting issues, providing technical support, and escalating more complex problems when necessary. With ~275 employees, you will support a diverse range of hardware, software, and system needs, contributing directly to employee productivity and organizational success.

Essential Duties And Responsibilities

• Technical Support
• Provide first-level support for desktops, laptops, mobile devices, printers, and other IT equipment.
• Respond to employee inquiries via phone, email, chat, or ticketing system.
• Diagnose and resolve software, hardware, and network-related issues.
• System & Application Support
• Assist with account setup, password resets, and access requests.
• Support Microsoft 365, email, VPN, and other business applications.
• Guide users through step-by-step solutions and provide training when necessary.
• Ticketing & Escalation
• Log, track, and prioritize support requests in the IT ticketing system.
• Escalate unresolved or complex issues to senior IT staff or system administrators.
• Follow up with employees to ensure problems are resolved satisfactorily.
• Hardware & Asset Management
• Set up and configure new devices and peripherals.
• Maintain IT asset inventory, including laptops, desktops, and mobile devices.
• Assist with software installations and updates.
• Documentation & Process Improvement
• Create and update knowledge base articles for common issues.
• Document troubleshooting procedures and resolutions.
• Recommend improvements to help desk processes and tools.
• Performs other duties as assigned.
  

Qualifications

• Education & Experience
• Associate’s degree in Information Technology, Computer Science, or related field (or equivalent work experience) preferred.
• 1-3 years of help desk or technical support experience preferred.
• Technical Skills
• Proficiency with Windows operating systems.
• Knowledge of Microsoft 365, Active Directory, and remote desktop tools.
• Familiarity with networking basics (TCP/IP, Wi-Fi, VPN).
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar).
• Soft Skills
• Strong communication and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and time management skills.
• Customer service mindset with patience and empathy.
• Work Environment
• You will be part of a small IT team serving approximately 275 employees.
• Fast-paced environment with a variety of technical challenges.
• Opportunities to learn system administration, cybersecurity, and IT infrastructure support.