IT Support Technician

Job Title: IT Support Technician

Reports To: Director of IT

Work Location: On-site

Status: Non-Exempt

Full Time/Part Time: Full-time



Summary:


The IT Support Technician provides technical support to end users across the organization. This role focuses on resolving everyday technology issues related to Windows-based laptops and desktops, mobile devices, printers, and standard business applications. The IT Support Technician serves as a primary point of contact for IT support requests and delivers responsive, customer-focused service to ensure reliable and productive use of information technology.



Key Responsibilities

Help Desk & End-User Support

• Provide technical support for hardware, software, and access-related issues.
• Respond to IT incidents and service requests via ticketing system, phone, email, and in-person support.
• Troubleshoot and resolve issues with Windows laptops and desktops.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and related tools.
• Identify issues requiring escalation and route them appropriately with detailed documentation.

Mobile Device & Peripheral Support

• Support company-issued mobile devices (iOS and Android), including onboarding, configuration, troubleshooting, and replacement.
• Install, configure, and troubleshoot printers, scanners, and other office peripherals.
• Configure and Support OT devices; barcode scanners, barcode printers.
• Assist Production Engineers in troubleshooting connectivity issues related to IOT devices, plcs, bws
• Assist users with monitors, docks, keyboards, mice, and related accessories.

Account & Device Administration

• Create, modify, and deactivate user accounts in Active Directory and other access management tools.
• Assist with workstation imaging, device setup, and deployment.
• Track IT assets and assist with equipment inventory management.
• Perform basic password resets, access troubleshooting, and account maintenance.

Documentation & Process Support

• Document incidents, resolutions, and standard troubleshooting steps.
• Contribute to knowledge base articles and end-user documentation.
• Follow established IT processes and procedures to maintain consistency and compliance.

Required Qualifications

• Associate's degree in information technology or related field or 1-2 years of experience in an IT support, service desk, or help desk role.
• Experience supporting Windows-based laptops and desktops.
• Basic experience supporting mobile devices (iOS and/or Android).
• Familiarity with common office hardware, printers, and peripherals.
• Strong customer service and communication skills.

Preferred Skills & Experience

• Experience with IT ticketing or service management systems.
• Basic familiarity with Active Directory and user account management.
• Exposure to Microsoft 365 administration or basic SaaS support.
• Ability to diagnose common hardware, software, and connectivity issues.
• Good organizational skills and attention to detail.
• Experience in a manufacturing environment.

Working Conditions

• Office-based environment with occasional movement between work areas.
• Some lifting of IT equipment (up to 40 lbs).
• May require limited after-hours or on-call support depending on business needs.
• Time spend on production floor supporting IT support activities, running cable

Core Competencies

• Customer Service Orientation
• Technical troubleshooting
• Clear communication
• Time and task prioritization
• Documentation and follow-through

Physical Requirements:
The physical requirements for this office role include the ability to sit or stand for extended periods, typically up to 8 hours a day, and regularly operate standard office equipment such as computers and phones. Employees should be able to lift up to 15 pounds occasionally and frequently perform tasks that require typing, writing, and document handling. Effective verbal and written communication skills are necessary, along with adequate visual and auditory abilities to read materials and participate in meetings.



EEOC Statement:
Strategic Systems, Inc., and its affiliates, is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. We believe diversity drives innovation and we are dedicated to fostering a workplace that respects and values the contributions of all individuals.