IT Support Technician

IT Support Technician

Summary
We are seeking an IT Support Technician to resolve escalated issues, improve first-call resolution, and ensure reliable, secure technology services across the organization.
Responsibilities

• Provide advanced technical support for hardware, software, network, and application issues via phone, email, and in person.
• Resolve Level-1 escalations by diagnosing root causes and delivering solutions aligned with Service Level Agreements (SLAs).
• Document, track, and close Service Desk tickets accurately in the ticketing system.
• Collaborate with senior IT staff to resolve complex or recurring technical issues.
• Train and support Level-1 Service Desk staff to improve knowledge sharing and first-call resolution.
• Install, configure, deploy, and maintain computers, peripherals, and authorized software.
• Recommend hardware and software upgrades to maintain current, functional technology.
• Create and maintain technical documentation, procedures, and standards.
• Provide basic end-user training to support effective technology use.
• Maintain confidentiality and adhere to high ethical standards (due to this role’s direct access to sensitive systems and data).

Requirements

• Associate’s degree in Information Technology or a related field.
• Minimum of 5 years of IT support experience.
• Strong troubleshooting skills across multiple platforms, operating systems, and applications.
• Experienced in using a service desk ticketing system.
• Excellent written and verbal communication skills.
• Ability to prioritize work, meet deadlines, and work effectively under pressure.
• Ability to lift up to 40lbs. and work on-site, 40 hours per week.

Preferred

• ITIL certification.
• CompTIA A+ certification.
• Experience with ServiceNow.
• Experience with JAMF.