IT SUPPORT TECHNICIAN

Overview

Reports to: IT Manager

FLSA Status: Full-Time, Salaried Exempt

Normal Working Hours - Field: 7 am to 3:30 pm, or Office: 8 am to 5 pm, Monday through Friday, plus additional hours as required for completing project duties

Position Objective: The IT Support Technician provides essential frontline support for the organization's technology systems and end users. This role ensures reliable system access, manages user accounts, and troubleshoots hardware and software issues to maintain smooth business operations. The position is well suited for individuals starting or advancing their career in IT with a strong technical foundation and customer service orientation

Responsibilities

• Provide end-user support and troubleshoot technical issues related to hardware, software, and networking.
• Manage user accounts, access rights, and device configurations.
• Install, configure, and maintain hardware and software across the organization.
• Ensure proper lifecycle management of IT assets including procurement, deployment, and retirement.
• Document support procedures and maintain accurate records in the ticketing system.
• Collaborate with IT team members to escalate and resolve complex technical issues.
• Assist with system updates, patches, and security compliance activities.
• Deliver excellent customer service and ensure timely resolution of support tickets.
• Additional duties as required.

Qualifications

• Preferred: Bachelor's degree in Computer Technology, Information Systems, or related field.
• Preferred: 1+ years of experience providing IT support in a service desk or helpdesk environment.
• Proficiency in troubleshooting Windows and Mac operating systems.
• Experience with common business applications (Microsoft 365, email, collaboration tools).
• Familiarity with installing and configuring hardware and software.
• Basic understanding of networking concepts (TCP/IP, DNS, Wi-Fi troubleshooting).
• Knowledge of IT ticketing systems and service management practices.
• Awareness of cybersecurity principles and safe computing practices.
• Strong problem-solving and analytical abilities
• Effective verbal and written communication skills.
• Customer service orientation and empathy.
• Ability to work independently and in a team environment.
• Time management and ability to prioritize multiple tasks.
• Detailed Oriented
• Manage multiple support requests effectively
• Preferred Certifications:
  • CompTIA A+
  • CompTIA Network+
  • Microsoft 365 Fundamentals (MS-900)
  • ITIL Foundation