IT Assistant

The IT Assistant will provide front-line IT support for end users, maintain IT assets, and assist with onboarding, systems administration, and operational IT processes while escalating complex issues to the IT Coordinator. This position functions as a Tier 1 Help Desk and IT Operations support role. Responsibilities End User Support at Winter Services including: Serve as the primary point of contact for incoming IT support requests via phone and email Troubleshoot and resolve basic hardware, software, network, and mobile device issues with a focus on clear, non-technical communication Assist users with common mobile device needs such as email setup, authentication apps, connectivity issues, and basic troubleshooting Guide users through solutions in a patient, approachable manner, ensuring understanding and confidence Escalate more complex issues to the IT Coordinator as appropriate Maintain accurate, detailed documentation of incidents, resolutions, and user interactions Deliver consistent, high-quality service that prioritizes responsiveness, professionalism, and user satisfaction IT Asset Management: Oversee the intake, inventorying, and tracking of all IT hardware, including laptops, desktops, mobile phones, tablets, and peripherals Log all assets into the asset management system, including but not limited to: serial numbers, asset tags, phone numbers, carrier details, assigned users, and location data Maintain real-time accuracy of asset records, ensuring all changes (assignments, transfers, upgrades, repairs, disposals) are properly documented Perform routine audits and reconciliation of physical inventory against system records, including mobile device inventories and line assignments Track mobile device lifecycle, including procurement, activation, upgrades, number porting, and decommissioning Coordinate with mobile carriers and vendors for device orders, replacements, and service-related requests Prepare, configure, enroll (e.g., MDM), and test devices prior to deployment Monitor and manage inventory levels for both standard IT equipment and mobile devices Generate inventory and asset utilization reports as needed Recommend process improvements to enhance asset tracking accuracy and efficiency Onboarding and Offboarding including: Set up new employee workstations, including hardware, software, mobile devices, and account provisioning Provision and configure mobile devices, including required applications, security settings, and access controls Ensure all assigned equipment (including phones) is properly recorded and linked to the employee in the asset system Provide a welcoming and supportive onboarding experience, including basic IT and mobile device orientation Decommission equipment and mobile devices for departing employees, ensuring assets are recovered, wiped, and updated in the system Coordinate mobile line transfers, suspensions, or cancellations as part of offboarding Revoke system and mobile access in a timely and secure manner Partner with HR and hiring managers to ensure smooth and well-coordinated transitions QUALIFICATIONS Associate’s degree in information technology or related field (or equivalent experience) 1-3 years in IT Operations and Support Knowledge of Network Management and IT system protocols. Proficiency in Microsoft 365 Suite Working knowledge of Microsoft Active Directory and Entra ID Knowledge and hands-on experience with: Laptop and desktop hardware Mobile devices and tablets Windows desktop operating systems (Windows 10 and 11) End user applications and software Network peripherals Printers Discretion and trustworthiness due to frequent contact with confidential material Strong attention to detail and organization skills Experience with documentation software and proven data recordkeeping accuracy. Ability to consistently provide responsive, professional, and highly personable technical support. PHYSICAL DEMANDS Frequently lift objects weighing up to 50 pounds Climb stairs Sit for long periods of time Occasionally stoop, kneel or crouch Use hands and arms to reach for, grasp and manipulate objects WORKING CONDITIONS Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work. Travel to other branches/locations as needed. #J-18808-Ljbffr