What are the responsibilities and job description for the IT Technical Support Technician position at Waterstone Human Capital USA?
Job Title
IT Technical Support Technician
Department
Information Technology
Location
Onsite
Employment Type
Contract
Assignment Dates
January 2, 2026 through May 1, 2026
Four month contract
Job Summary
The IT Technical Support Technician provides high quality technical and customer support for onsite and remote users. This role focuses on Tier II support for corporate laptop environments, office IT infrastructure, and end user technologies while delivering an excellent customer experience across all levels of the organization.
Key Responsibilities
- Provide excellent customer service to all internal users
- Deliver Tier II technical support for corporate laptop infrastructure supporting both onsite and remote users
- Install, maintain, troubleshoot, and upgrade laptop hardware and software
- Perform laptop imaging and deployment
- Provide remote support using tools such as RDP and AnyDesk
- Support Microsoft Windows 11, Outlook, Office 365, and Microsoft Teams
- Support office IT infrastructure including workstations, conference rooms, AV equipment, and select network components
- Provide onboarding and offboarding support including hardware setup, access provisioning, and equipment recovery
- Deliver white glove support to executives, VIPs, and senior leadership
- Provide day to day technical support via walk ups, support tickets, email, instant messaging, and phone
- Track, follow up, and resolve support requests in a timely manner
- Manage and support a ticketing queue including ticket documentation and prioritization
- Contribute to knowledge transfer activities and internal knowledge base documentation
- Support large meetings, all hands sessions, town halls, and internal events
- Assist with internal asset management and inventory tracking
- Help process purchase orders and coordinate with procurement and accounting teams for ordering, shipping, and invoicing
- Manage and maintain user access accounts and configure hardware as part of onboarding and offboarding workflows
- Provide facilities related IT support including building systems, telecom vendors, network infrastructure, internet service providers, and conference room audio visual equipment
- Support internal IT initiatives and project based work as assigned
- Perform additional duties as needed based on business needs
Minimum Qualifications
• Bachelor’s degree in computer science or a related technical field
• Three or more years of IT technical support experience
• Strong proficiency in written and verbal English communication
• Ability to clearly explain technical concepts to both technical and non technical users
Areas of Expertise Required
• Strong understanding of corporate IT infrastructure and end user technology environments
• Experience supporting Windows, macOS, and Linux operating systems including Ubuntu
• Hands on experience supporting audio visual and conferencing technologies