IT Support Technician

Job Description

Job Description

Position Summary:

The IT Support Technician is responsible for providing desktop support, troubleshooting hardware and software issues, maintaining computer equipment, assisting with Microsoft 365 administration, and supporting network infrastructure. This position works closely with end users to ensure reliable and secure technology services throughout the organization. 

Primary Duties & Essential Functions:

Desktop and End User Support  

• Provide technical support for Windows 11 desktop and laptop systems. 
• Install, configure, maintain, and troubleshoot Windows 11 operating systems and applications. 
• Diagnose and resolve software, hardware, printing, and connectivity issues. 
• Perform workstation deployments, upgrades, and replacements. 
• Create and maintain technical documentation and inventory records. 
• Provide onsite and remote support for end users. 

Microsoft 365 Administration  

• Support Microsoft 365 applications including Outlook, Word, Excel, Teams, OneDrive, and SharePoint. 
• Assist with user account creation, password resets, licensing, and permissions. 
• Troubleshoot email, calendar, Teams, and Microsoft 365 application issues. 
• Support mobile device connectivity and Microsoft 365 integrations. 

Network Support  

• Assist with basic network administration and troubleshooting. 
• Diagnose wired and wireless connectivity issues. 
• Support TCP/IP networking, DNS, DHCP, VPN connections, and network printers. 
• Work with switches, routers, firewalls, and wireless access points under the direction of senior IT staff. 
• Participate in network infrastructure projects and upgrades. 

Hardware Repair and Maintenance  

• Troubleshoot and repair desktops, laptops, monitors, printers, and peripheral devices. 
• Replace failed hardware components including memory, hard drives/SSDs, power supplies, and network adapters. 
• Coordinate warranty repairs and vendor support when necessary. 
• Maintain hardware inventory and lifecycle management processes. 

Cabling and Infrastructure  

• Install, test, label, and maintain Ethernet network cabling. 
• Assist with workstation setup, network drops, patch panels, and cable management. 
• Support moves, adds, and changes involving voice and data cabling. 
• Follow industry best practices for structured cabling installations. 

Required Qualifications  

• Minimum of 2 years of IT support experience. 
• Hands-on experience supporting Windows 11 environments. 
• Experience supporting Microsoft 365 applications and services. 
• Basic networking knowledge including TCP/IP, DNS, DHCP, and wireless networking. 
• Experience troubleshooting and repairing computer hardware. 
• Strong customer service and communication skills. 
• Ability to prioritize and manage multiple support requests. 

Required Education, Knowledge, and Skills:

• Experience with Microsoft Intune and Azure Active Directory (Entra ID). 
• Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience. 
• Experience with endpoint security and antivirus solutions. 
• CompTIA A+, Network+, or Microsoft certifications. 
• Experience installing and managing network cabling. 
• Experience with ticketing systems and IT asset management. 
• Experience supporting mobile devices and printers. 

Abilities and Working Conditions:

• Ability to lift and move equipment up to 50 pounds. 
• Ability to work under desks, in wiring closets, and other technical spaces. 
• Ability to climb ladders and perform cabling installations when required. 
• Travel to remote sites in the Capital District is required. 

Vanderheyden is committed to the National Sanctuary Model - a blueprint for clinical and organizational change which, at its core, promotes safety and recovery from adversity through the active creation of a trauma-informed community.  The Sanctuary Model's focus is not only on the people who seek services, but equally on the people and systems that provide those services.

As an Equal Opportunity Employer, does not discriminate in its hiring or employment practices on the basis of gender, race or ethnicity, color, national origin, religion, age, disability, military or marital status, sexual orientation, gender identity or expression, domestic violence victim status, predisposing genetic characteristics or prior arrest or conviction record or any other category protected by applicable federal, state, or local laws