What are the responsibilities and job description for the Information Technology Technician position at Sharp Brains Solutions?
We are seeking an Onsite IT Support Technician to provide deskside and end-user support for desktop, laptop, printer, and peripheral devices. The role involves incident resolution, device deployment, IMAC activities, hardware break/fix support, and coordination with remote support teams.
Key Responsibilities
- Provide onsite support for desktops, laptops, printers, mobile devices, and peripherals.
- Troubleshoot hardware, software, operating system, and connectivity issues.
- Perform IMAC (Install, Move, Add, Change) activities.
- Handle desktop and laptop hardware break/fix and replacement activities.
- Install, configure, and support Windows operating systems and standard business applications.
- Assist users with Microsoft Office, Outlook, Teams, VPN, and related productivity tools.
- Provide basic support for printers, scanners, and meeting room equipment.
- Manage incidents and service requests through ServiceNow or similar ITSM tools.
- Escalate unresolved issues to Level 2/3 support teams and coordinate resolution.
- Ensure devices comply with security and antivirus policies.
- Support device imaging, software installations, and user onboarding/offboarding activities.
- Maintain accurate documentation of incidents, assets, and resolutions.
- Provide basic VIP user support when required.
Required Skills
- 1–3 years of onsite IT support or desktop support experience.
- Good knowledge of Windows 10/11 environments.
- Experience supporting desktops, laptops, printers, and mobile devices.
- Familiarity with Microsoft Office 365, Outlook, Teams, and VPN connectivity.
- Experience using ServiceNow or similar ticketing systems.
- Basic understanding of Active Directory (password resets, account unlocks, group membership).
- Basic knowledge of SCCM and Intune for device management.
- Strong troubleshooting and customer service skills.
- Good verbal and written communication skills.
Nice to Have
- Experience supporting macOS devices and tablets.
- Basic smart hands and remote hands support experience.
- Knowledge of network fundamentals (LAN, Wi-Fi, TCP/IP).
- Exposure to device imaging and software deployment tools.
Salary : $3,500 - $4,000