IT Support Technician I

Medical, Dental, Vision, STD, LTD, Life Ins., 401k + Matching SUMMIT AVIATION, INC. POSITION DESCRIPTION AND SPECIFICATION POSITION TITLE: IT Support Technician I DATE: September 2026 FLSA STATUS: Non-Exempt DEPT: General Administration LOC: Delaware TRAVEL: Varies POSITION SUMMARY : The IT Support Technician I reports to the Director of IT and serves as the primary point of contact for employees requiring technical assistance. This position is responsible for Level 1 help desk support across the organization through multiple communication channels ; operates in compliance with company safety practices and performs other duties as assigned. JOB DUTIES AND RESPONSIBILITIES Provide timely and professional Level 1 technical support to employees through the IT ticketing system and other support channels, including in-person, phone, chat, and email. Create, prioritize, update, resolve, and document support requests in the IT ticketing system, escalating issues when appropriate. Troubleshoot and resolve common hardware, software, connectivity, printing, mobile device, and user account issues. Provide Level 1 support for Microsoft 365 applications and services and assist with basic user and application administration as needed. Perform basic network connectivity troubleshooting and elevate network or infrastructure issues when appropriate. Configure, deploy, maintain, troubleshoot, and replace end-user computers and related equipment, including approved software installation and standard workstation setup. Assist with endpoint management, software deployment, patching, device inventory, remote support, endpoint security, and compliance activities. Maintain accurate IT documentation, asset records, knowledge-base information, and troubleshooting procedures. Follow company cybersecurity policies and procedures and promptly report or elevate suspected phishing, malware, security incidents, or unauthorized access. Assist with basic network and telecommunications cabling, equipment installation, and moves, adds, and changes. Assist IT staff with technology projects, equipment upgrades, system migrations, and continuous improvement initiatives. Operates in compliance with company safety practices: complies with and aids in the development of departmental safety rules; ensures all equipment is in good working order and operates in a safe manner; monitors area for hazards; and maintains a safe and clean work area. Performs other duties as assigned. REQUIRED SKILLS AND EXPERIENCE Associate degree in Information Technology, Computer Science, Cybersecurity, or a related discipline preferred. Equivalent technical training, certifications, internship experience, help desk experience, or demonstrated hands-on technical ability will be considered. 0-2 years of professional IT support, help desk, technical support, or related experience preferred. Strong customer service skills with the ability to communicate professionally and patiently with users of varying technical skill levels. Strong troubleshooting and problem-solving skills, including the ability to gather relevant information, test reasonable solutions, document findings, and recognize when escalation is appropriate. Working knowledge of Windows 10/11, common desktop troubleshooting techniques, and general familiarity with Microsoft 365 applications and services. Basic understanding of computer hardware, printers, peripherals, TCP/IP, DHCP, DNS, Ethernet, Wi-Fi, and local area network concepts. Ability to prioritize work, manage multiple requests, maintain accurate documentation, and follow through on open issues. Strong attention to detail and willingness to learn new technologies, tools, processes, and cybersecurity requirements. PREFERRED / DESIRED KNOWLEDGE General familiarity with Microsoft 365 administration, Microsoft Entra ID, SharePoint Online, and Microsoft Copilot. Familiarity with Active Directory, Windows Server, endpoint management/RMM platforms, Microsoft Intune, endpoint security tools, or Microsoft Hyper-V. Familiarity with cybersecurity concepts including MFA, least privilege, phishing awareness, endpoint protection, patching, and access control. Familiarity with NIST 800-171, CMMC, or other regulated cybersecurity environments is a plus but not required. Entry-level certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, or Azure Fundamentals are a plus but not required. Physical Requirements Physical Requirements: This position requires the ability to work in seated or standing positions for prolonged periods; perform office and clerical duties using computers and common office equipment; move, install, and connect typical IT equipment; and occasionally lift or carry computers, monitors, printers, and related equipment consistent with company safety practices. Working Environment The working environment includes corporate office, production, hangar, and other company facilities. Daily interaction with employees in multiple departments is required. The position may require movement between work areas to provide in-person technical support and install or troubleshoot equipment. DISCLAIMER This job description indicates the general nature and level of work expected by the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. The incumbent may be asked to perform other duties as required. #J-18808-Ljbffr