IT Technician

Job Description

Job Description

Overview:

An  IT Technician is to serve as the first point of contact for employees needing technical support on the production floor. This position is responsible for supporting the day-to-day technology needs of the organization, including computer setup and maintenance, user account support, business application troubleshooting, Microsoft 365 support, and cybersecurity-related activities.

The ideal candidate is service-oriented, technically capable, and comfortable troubleshooting issues independently while working closely with employees.

Key Responsibilities:

• Serve as the first line of support for employee hardware, software, and application issues.
• Provision and configure computers and other equipment for new hires.
• Assist with the setup and provisioning of new user accounts.
• Troubleshoot and resolve PC hardware and Windows operating system issues.
• Apply software updates, patches, and security updates as needed or as requested by the cybersecurity team.
• Provide support and training to employees using Microsoft 365 applications.
• Review and respond to security reports and alerts.
• Maintain the IT helpdesk queue, providing timely service and accurate documentation of incidents and resolutions.
• Support and maintain the company's remote management tools.
• Assist with access to and escorting visitors into the server room as required.
• Help ensure company computers remain compliant with established cybersecurity and IT security requirements.
• Perform other duties as assigned.

Qualifications:

• Knowledge of PC hardware, configuration, and troubleshooting.
• Experience supporting Windows operating systems, including Windows 10 and Windows 11.
• Strong troubleshooting and problem-solving skills.
• Ability to diagnose and resolve common hardware, software, account, and connectivity issues.
• Familiarity with Microsoft 365 applications.
• Strong customer service and communication skills.
• Strong attention to detail and ability to document technical issues accurately.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Ability to work independently as well as collaboratively with a team.
• Degree in information technology, computer science, or a related field  or relevant technical certifications and experience.

Preferred Qualifications:

• Previous experience in a helpdesk, desktop support, or IT support role.
• Experience with user account provisioning and access management.
• Experience with endpoint management or remote monitoring and management tools.
• Familiarity with cybersecurity alerts, patch management, and endpoint security practices
• Experience supporting users in a regulated, healthcare, medical device, or manufacturing environment is a plus.