Description:
The IT Support Technician will provide first-level technical support to end users by phone, remotely, and in person.
Responsibilities
- Troubleshoot and resolve hardware, software, operating system, printer, mobile device, and network connectivity issues.
- Respond promptly to IT support requests and ensure all issues are followed through to resolution.
- Escalate complex technical issues to senior IT staff when appropriate.
- Administer user accounts, passwords, and system access.
- Install, configure, and support desktop computers, laptops, printers, monitors, mobile devices, and related hardware.
- Provide support for Microsoft Office applications, Gmail, internet browsers, internally developed applications, and other business software.
- Diagnose technical issues, identify root causes, and implement effective solutions.
- Coordinate with third-party vendors to assist with troubleshooting and incident resolution.
- Assist with testing and deployment of new hardware, software, and system upgrades.
- Maintain accurate documentation of support requests and resolutions.
- Deliver exceptional customer service while managing multiple support requests in a fast-paced environment.
- Participate in an after-hours and weekend on-call rotation as needed.
- Travel to company locations when necessary to provide onsite technical support.
Qualifications
- Strong troubleshooting and problem-solving skills.
- Excellent customer service and interpersonal skills.
- Strong verbal and written communication skills.
- Proficiency with Microsoft Word, Excel, Gmail, and common business applications.
- Ability to prioritize multiple tasks and work effectively under pressure.
- Ability to work independently as well as part of a collaborative team.
- Reliable transportation and valid driver's license.
- Ability to successfully pass a criminal background check and drug screening.
- Experience supporting Windows desktop environments.
- Experience supporting printers, laptops, desktops, monitors, and mobile devices.
- Familiarity with remote support tools and basic networking concepts is a plus.