Overview

Position Overview: The IT Support Technician is an entry-level position that will provide a first line of technical support providing solutions employees and customers who experience technology related issues, or escalating tickets to the proper IT teams when necessary. This role will be well versed with troubleshooting issues and understanding multiple operating systems.

 

Duties and Responsibilities:

Include but are not limited to:

  • Serve as initial point of contact on end-user technology incidents and equipment requests submitted online to our ticketing system.
  • Attempt proper resolution of incidents involving hardware, software, and service requests submitted by employees and escalate to proper IT teams when needed.
  • Maintain knowledge of current and new technologies; research problems and related products required for assistance, when necessary.
  • Maintain documentation of knowledge base articles inside ticketing system for problem resolutions and processes.
  • Administer and resolve issues related to Windows operating systems.
  • Resolve client issues related to user account management in Windows Active Directory and Microsoft 365.
  • Communicate regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
  • Assist with Onboarding and Offboarding requests for users and equipment.
  • Participate in on-call rotation for support needs.
  • Perform other duties as assigned.

 

Skills and Qualifications:

  • Must be self-motivated & punctual.
  • Excellent communication, customer service, and interpersonal skills.
  • Comfortable working under pressure.
  • Ability to work on multiple tasks at once.
  • Enjoy challenges and seeing out answers to them.

 

Education and Experience:

  • High School Diploma or equivalent.
  • Associate’s degree in Information Technology or related field, or relevant industry certifications from Microsoft/CompTIA/etc. are a plus.

 

Physical Demands:

  • Prolonged periods at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

Tagged as: EARLY CAREER, RECENT GRADUATES