Description:
We are looking for a detail-oriented and customer-focused IT Support Technician to join our IT team. The successful candidate will be responsible for providing technical support to end-users, resolving IT incidents and service requests, and ensuring the smooth operation of hardware, software, and network systems. This is a hands-on role ideal for someone with a strong problem-solving mindset and excellent communication skills.
Duties / Responsibilities:
- Provide first- and second-level technical support to users via phone, email, chat, and in-person
- Troubleshoot hardware, software, and networking issues on Windows and/or macOS systems
- Configure and install workstations, laptops, printers, mobile devices, and other IT equipment
- Manage user accounts and permissions in Active Directory, Microsoft 365, and other systems
- Document all incidents, requests, and solutions in the ticketing system (e.g., ServiceNow, Jira, Zendesk)
- Assist with onboarding and offboarding tasks, including setup and decommissioning of user devices
- Monitor system performance and escalate issues as needed to senior IT staff or vendors
- Maintain inventory of IT assets and track hardware/software assignments
- Support video conferencing tools (e.g., Zoom, Microsoft Teams, Google Meet) and AV equipment
- Contribute to knowledge base articles and technical documentation
Education And Experience:
- High School Diploma or relative experience in similar role
- 1–3 years of experience in a technical support or help desk role
- Solid understanding of desktop operating systems (Windows 10/11, macOS), Microsoft 365, and basic networking
- Experience with Active Directory, Exchange, VPNs, and remote access tools (e.g., TeamViewer, RDP)
- Excellent troubleshooting, analytical, and communication skills
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Strong customer service orientation and a proactive approach to solving problems