What are the responsibilities and job description for the IT Support Technician position at Walter Surface Technologies Incorporated?
Reports To: Director Infrastructure & End User Technology
Job Summary
We are seeking an experienced IT Support Technician, Level 1–2 to provide hands-on technical support in a fast-paced environment. This role supports day-to-day IT operations by troubleshooting end-user devices, peripherals, applications, and basic network issues while ensuring timely resolution of incidents and service requests.
The ideal candidate is customer-focused, technically strong, and comfortable working directly with users in an operational environment where responsiveness, ownership, and clear communication are critical.
Key Responsibilities (but not limited to)
- Provide on-site Level 1–2 support for end users, workstations, laptops, mobile devices, printers, scanners, and related peripherals.
- Troubleshoot hardware, software, Microsoft 365, operating system, connectivity, and basic network issues.
- Support warehouse and shop-floor technology, including shared workstations, barcode scanners, label printers, RF devices, tablets, and related equipment.
- Install, configure, move, ship, receive, replace, image, and decommission IT equipment as required.
- Log, prioritize, update, and resolve tickets in accordance with established SLAs.
- Escalate complex issues as needed while maintaining ownership and user communication through resolution.
- Support onboarding, offboarding, asset management, documentation, and equipment lifecycle activities.
- Follow IT security policies, operational standards, and data-handling procedures.
- Participate in site IT projects, equipment refreshes, relocations, and continuous improvement initiatives.
- Participate in a rotating on-call schedule to support urgent business needs outside regular hours.
Core Competencies
- Customer Service Orientation
- Technical troubleshooting
- Ownership and accountability
- Strong communication skills with both technical and non-technical users.
- Prioritization and time management
- Adaptability in a fast-paced environment
- Team collaboration
- Attention to detail
- Strong communication skills with technical and non-technical users.
- Ability to work independently, prioritize tasks, and drive issues to resolution.
Required Qualifications
- 3–5 years of experience in Level 1–2 IT support within a business environment.
- Strong Windows, end-user device, peripheral, and standard application troubleshooting skills.
- Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office.
- Experience with ticketing systems and SLA-based support processes.
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.
- Ability to work on-site 5 days per week.
- Ability to lift and move IT equipment weighing 50 lbs. or more.
Preferred Qualifications
- Experience with barcode scanners, RF devices, label printers, rugged tablets, time clocks, or production-floor systems.
- Basic knowledge of Active Directory, Microsoft Entra ID, Intune, or endpoint management tools.
- Experience with PC imaging, hardware refreshes, asset tracking, and equipment lifecycle processes.