IT Support Technician

Benefits: medical/dental/vision, 410K, sick, paid holidays, PTO, etc

The IT Support Technician I serves as a first point of contact for employees seeking technology support across the company. This full-time, office-based role provides Tier 1 support for in-office and remote employees, including assistance with hardware, software, user accounts, printers, conference room technology, network connectivity, approved business applications, and collaboration tools.

This position supports day-to-day Help Desk operations by documenting tickets, troubleshooting common technical issues, assisting with workstation setup and imaging, and escalating more complex matters to senior Information Technology team members as appropriate. The role is well suited for a dependable, customer-focused individual who is eager to learn, follows established procedures, communicates clearly with technical and non-technical users, and takes ownership of assigned support requests through resolution.

This position requires the ability to work from the office full time (5 days per week).                                                                                

Responsibilities:

• Provide Tier 1 support for inbound Help Desk requests from in-office and remote employees.
• Monitor, document, update, and resolve assigned Help Desk tickets in accordance with department standards.
• Ask appropriate questions to identify the nature of reported issues, determine urgency, and escalate matters when needed.
• Build, image, configure, and set up desktops, laptops, docking stations, monitors, peripherals, and other end-user equipment.
• Install approved software, updates, hardware, and related technology resources.
• Assist with basic support for Windows workstations, Microsoft 365, Microsoft Teams, Outlook, OneDrive, and common business applications.
• Support basic user account tasks, including password resets, multi-factor authentication assistance, group membership requests, and account setup, change, and deactivation activities as assigned.
• Assist with account-related tasks in Active Directory, Entra ID, Microsoft 365, and other approved administration tools.
• Troubleshoot common hardware, software, printer, phone, conference room, VPN, wireless, and network connectivity issues.
• Assist employees with video conferencing applications, including Microsoft Teams, Zoom, Google Meet, and other approved collaboration tools.
• Learn and support approved artificial intelligence tools, automation tools, emerging workplace technology solutions, and new applications adopted by the organization.
• Help end users understand, adopt, and effectively use approved workplace technology tools.
• Support the setup, relocation, inventory tracking, and maintenance of end-user devices and office technology.
• Walk users through basic problem-solving steps through the ticketing system, email, phone, Microsoft Teams, or in person.
•  Follow established procedures for documentation, escalation, equipment handling, and user communication.
• Collaborate with other Information Technology team members to identify, investigate, document, and resolve technical issues.

Experience/Skills:

• 3-5 years of help desk, desktop support, technical support, customer service, or related experience is preferred.
• Experience supporting employees in an office, hybrid, or remote work environment is preferred.
• Prior experience working with a ticketing system, end-user technology, or business applications is a plus.
• Basic understanding of Windows desktop and laptop troubleshooting.
• Working knowledge of Microsoft 365, Microsoft Teams, Outlook, OneDrive, and common business applications.
• Familiarity with Active Directory, Entra ID, Microsoft 365 administration tools, ticketing systems, VPN, printers, phones, and conference room technology is preferred.
• Ability to install approved software, updates, hardware, and peripherals in accordance with established procedures.
• Ability to document support activity clearly and accurately in a ticketing system.
• Interest in learning approved artificial intelligence tools, automation tools, and emerging workplace technology solutions.
• Experience with Bluebeam, CAD applications, Intune, scripting, or related tools is a plus.
• Maintains a solutions-oriented mindset when troubleshooting issues, documenting problems, and supporting project teams. 
• Communicates technical information clearly to both technical and non-technical audiences. 
• Interest in learning AI tools, automation, and emerging workplace technology solutions.
• Effectively prioritizes support requests, escalates issues appropriately, and follows through on open items. 
• Demonstrates strong organizational skills when tracking tickets, documenting issues, and managing follow-up with internal and external stakeholders.
• Demonstrates strong communication and relationship-building skills to foster collaboration and teamwork.
• Proactively seeks opportunities to improve processes, contribute ideas, and support innovation.
• Aligns work with business objectives, demonstrating adaptability and a solutions-oriented mindset.
• Effectively collaborates with peers, managers, and cross-functional teams to achieve goals.