The IT Support Technician serves as the first line of defense for issues related to software, hardware, accounts, licensing, permissions, and more. This role manages the ticketing system and responds quickly to incoming support requests.
You will use strong critical-thinking and research skills to:
Troubleshoot software, hardware, application, network, and server-related issues
Manage technical assistance requests via phone, remote support, in person, or through the ticketing system
Escalate complex issues to the appropriate personnel
Aim to resolve issues on the first interaction and follow up until all concerns are fully addressed
Qualifications
The ideal candidate will bring the following skills and experience:
Strong understanding of basic networking fundamentals (TCP/IP, DHCP, DNS, VPN, etc.)
Excellent written and verbal communication skills
Outstanding customer service abilities
Initiative and eagerness to learn with an open mindset
Working knowledge of current Windows environments and Apple iOS
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Access); Office 365 and Power Apps experience is a plus
Experience with Mobile Device Management systems (e.g., Meraki Systems Manager, Air Watch)
Experience using ticketing systems (Zendesk, Fresh Service, ServiceNow, etc.)
Working knowledge of Active Directory
Experience with teleconferencing and VOIP systems (Zoom, Slack, Microsoft Teams, etc.)
Ability to collaborate effectively across departments to resolve issues as they arise
Positive work attitude
Highly organized and self-sufficient
AWS or Azure experience is a plus
Degree or background in Networking or a related field preferred
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