IT Support Technician

IT Support Specialist

The Tiger Family of Brands is seeking a customer-focused and technically skilled IT Support Specialist to provide exceptional day-to-day technology support across our organization. In this role, you'll troubleshoot hardware, software, network, and mobile device issues, support new employee onboarding, maintain IT equipment and security standards, and work closely with team members and vendors to keep our technology running smoothly. If you enjoy solving problems, delivering outstanding customer service, and making a meaningful impact in a collaborative environment, we'd love to have you working with Tiger.

Essential Duties and Responsibilities

• Assist in maintaining consistent laptop, desktop, and software standards
• Support all aspects of Tiger's information technology infrastructure and network in order to provide the highest level of customer focus and service availability
• Support users by managing and prioritizing help desk/support tickets, including some after hours support which may include nights and weekends
• Responsible for resolving end user support requests (including, but not limited to, computers, mobile devices, copiers/printers, phones and software support) and other project work as needed
• Maintain and setup conference room equipment and assist with meetings and other events as needed
• Establish and maintain positive, effective relationships within the organization and with vendors
• Troubleshoot issues methodically, document findings, and escalate to senior IT staff or vendors when appropriate
• Research questions using available information resources
• Assist with onboarding and offboarding of users, including account setup and deactivation, and hardware provisioning
• Perform hardware repair and maintenance
• Track hardware and software inventory and assist with equipment lifecycle management
• Create and maintain knowledge base articles and internal IT documentation
• Support day-to-day security practices, including endpoint protection, password and multi-factor authentication (MFA) assistance, and prompt escalation of suspected phishing or other security incidents
• Follow department procedures and protocols for troubleshooting and resolving issues
• Work closely with the IT Team, both internal employees and external vendors to fulfill end-user needs
• Perform other duties as assigned, with occasional day travel to local Tiger locations

Qualifications and Experience

• At least one year of experience providing IT support; Associate's degree, CompTIA A+ certification, or additional relevant experience preferred
• Working knowledge of Windows 11 and macOS, Microsoft 365, and common business hardware and software
• Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN) with the ability to troubleshoot common connectivity issues and escalate complex network problems appropriately
• Strong analytical skills and technical aptitude; motivated and self-directed
• Displays a positive, "can-do" attitude and excellent customer service skills
• Passionate about technology and best-in-class internal user support
• Able to learn new technologies and stay current on industry standards
• Proven ability to provide troubleshooting and assistance to users as needed
• Methodical troubleshooter who works toward root cause and recognizes when to escalate
• Strong organization and prioritization skills
• Good character, strong work ethic, and excellent written and verbal communication skills
• Able to multitask in a fast-paced environment and work occasional flexible hours outside of core office hours (Mon – Fri, 8am to 5pm) as needed
• Valid driver's license with good driving record

Work Environment and Physical Requirements

• This is an on-site position based in Charlottesville, VA
• Must be able to lift and carry equipment up to 50 pounds and work in confined spaces (e.g., under desks, in equipment closets) as needed
• **Employment contingent on successfully passing pre-employment drug screen and background check