Information Technology Support Technician

The IT Support Technician serves as the first point of contact for technical support requests and is responsible for basic troubleshooting, endpoint support, software installation, malware remediation, and customer assistance. This role focuses on efficient triage, customer communication, documentation, and escalation of advanced issues to higher-tier technicians.

This position supports both remote and on-site clients in a fast-paced consulting and managed services environment.

Core Responsibilities

Technical Support

• Provide first-level remote and occasional on-site technical support for end users
• Troubleshoot desktop and laptop hardware issues
• Perform PC component replacement and basic hardware repairs
• Install, configure, and update operating systems and software applications
• Perform malware and virus remediation using approved security tools
• Support printers, peripherals, mobile devices, and standard office equipment
• Assist users with Microsoft 365 account and application issues
• Perform basic troubleshooting for connectivity and workstation-related network issues
• Deploy and configure endpoint protection software including SentinelOne

Ticketing & Escalation

• Accurately document troubleshooting steps, resolutions, and customer interactions
• Prioritize and triage incoming service requests according to company procedures
• Escalate unresolved or advanced technical issues to higher-level technicians
• Maintain ticket ownership and follow-through during the escalation process

Customer Service & Communication

• Deliver professional, customer-focused support in person, by phone, and remotely
• Communicate technical information clearly to non-technical users
• Maintain positive client relationships while managing multiple requests
• Support consulting engagements through professionalism and responsiveness

Required Qualifications

• 0–2 years of IT support experience or equivalent technical training
• Basic knowledge of:
• Windows operating systems
• PC hardware components
• Microsoft 365
• Malware remediation
• Remote support tools
• Strong customer service and communication skills
• Ability to follow documented procedures and escalation processes
• Valid driver’s license and reliable transportation for occasional client visits

Preferred Qualifications

• CompTIA A+ certification
• Experience with:
• Microsoft 365 administration
• Endpoint security platforms
• Ticketing systems
• Basic networking concepts
• Prior experience in a help desk, break/fix, or MSP environment

Physical Requirements

• Ability to lift and move computer equipment up to 50 lbs
• Ability to work under desks and in confined technical spaces
• Occasional ladder use and equipment installation

Success Metrics

• Ticket documentation quality
• Customer satisfaction
• Escalation accuracy
• Productivity and utilization
• Technical growth and certification progress