Information Technology Support Technician

Reports to IT Infrastructure Manager Location Blue Bell, PA | Onsite, 2-3 days/week (Tues – Thurs)

OUR COMPANY

Jacob Stern & Sons Inc., a family-owned business with more than 160 years of industry leadership, provides specialty agri-chemical products worldwide and is known for compassion, humility, quality service, and a supportive environment where professionals can make a meaningful impact.

POSITION OVERVIEW

Jacob Stern & Sons Inc. is seeking a motivated, customer-focused Part-Time IT Support Technician to serve as the first point of contact for technology issues for Jacob Stern & Sons and Acme-Hardesty staff, including Blue Bell office and remote employees. This onsite role manages Tier 1 Help Desk tickets in Freshservice, resolves common hardware, software, Microsoft 365, AV, onboarding, and access-related issues, and escalates more complex matters with clear documentation and urgency. Working under the Infrastructure Manager and alongside senior IT staff, the right candidate is hands-on, responsive, service-oriented, and brings a “see it, own it, solve it” mindset that keeps staff productive and the ticket queue moving.

RESPONSIBILITIES AND ACCOUNTABILITIES

Monitor, self-assign, prioritize, resolve, and document Freshservice Tier 1 incidents and service requests within SLAs, communicating professionally with users throughout the ticket lifecycle. Troubleshoot laptops, desktops, monitors, docking stations, printers, peripherals, Windows 10/11 issues, VPN connectivity, software installations, application errors, Microsoft 365 issues, password resets, MFA setup, and standard user environment needs. Stage, configure, deliver, and support end-user devices for new hires; assist with onboarding/offboarding tasks, access readiness, setup guides, mobile device setup, basic MDM enrollment, and equipment readiness communication. Maintain accurate hardware asset inventory records, perform basic repairs and component swaps, coordinate vendor RMAs as needed, and support drive mapping, printer configuration, and other onsite desktop needs. Perform routine conference room and AV readiness checks, including displays, audio, cameras, and Teams Rooms equipment, and provide on-demand support for meetings and presentations. Escalate Tier 2/3, security, infrastructure, or access-related issues to the appropriate IT team with clear documentation, urgency, and user impact; contribute resolved issues to the IT knowledge base.

DESIRED KNOWLEDGE, ABILITIES, AND SKILLS

Hands-on, self-motivated problem solver with a “get it done” attitude, strong follow-through, and ability to manage and prioritize a ticket queue with limited supervision. Patient, customer-focused communicator who can explain technical issues clearly to non-technical users and collaborate effectively with senior IT staff. Detail-oriented and organized, with accurate ticket documentation, clear escalation notes, and dependable follow-up on open items. Minimum of 3 years of IT support/help desk experience or equivalent coursework/certifications; CompTIA A+, Google IT Support Certificate, associate’s degree in a technology-related field, or relevant certifications preferred. Hands-on experience troubleshooting Windows 10/11 hardware/software issues; familiarity with Microsoft 365 applications, ticketing/ITSM tools such as Freshservice, ServiceNow, or Jira Service Management, and Microsoft Entra ID/Azure Active Directory a plus. Basic networking knowledge, including Wi‑Fi troubleshooting, VPN, and DNS concepts, a plus. Ability to lift 50+ lbs and maintain a valid driver’s license with dependable transportation. #J-18808-Ljbffr Jacob Stern & Sons, Inc.