Information Technology Support Technician

About the Role

As an IT Support Technician, your primary responsibility is to ensure that all Company associates have reliable access to the necessary IT systems and tools essential for their roles. You will assist the Infrastructure Team in monitoring and maintaining Company IT networks, systems, and applications to meet performance standards. Your duties encompass various IT systems such as networks, business applications, servers, cloud systems, email systems, data storage, recovery systems, monitoring hardware and software, end-user hardware and software, and mobile communications hardware and services.

Your role involves close interaction with associates, IT suppliers, and contractors to resolve issues efficiently, aiming for solutions that align with the Company's objectives and benefit its customers. Your performance will be evaluated based on factors including the promptness of resolving end-user problems, trends in IT helpdesk issues, feedback from end users, and the reliability and performance trends of networks, systems, and applications.

Responsibilities

IT Support & Problem Resolution

• Provide first-line response and problem resolution (Levels 1 and 2) for end-users requiring assistance with IT-related issues and problems.
• Administer and manage the IT Helpdesk Support system, tracking issues to resolution within established benchmarks, updating the knowledge base, and communicating solutions to users and other IT team members.
• Administer and maintain system user access and permissions: user account profiles, file and share permissions, and install approved software applications on user computers.

Escalation & Collaboration

• Work with the Infrastructure team on all escalations and manage communication with end users throughout the process.
• Work directly with other IT team members, suppliers, and contractors to resolve Level 3 and escalated problems.
• Act as a liaison between users, IT suppliers, and contractors to facilitate timely problem resolution and support.

Systems Monitoring & Maintenance

• Monitor IT systems and applications in collaboration with the Infrastructure team to ensure performance and availability meet established benchmarks, including internet, internal networks, servers, software applications, and mobile data and voice operations.
• Monitor and ensure all servers and applications are fully patched with applicable updates, with a focus on security patching.
• Maintain IT hardware inventory records, ensuring accurate inventory control through check-in and check-out procedures.

Continuous Learning & Professional Development

• Participate in continuous learning opportunities, including classes, webinars, and certifications, to stay ahead of technology trends and leverage new tools to improve organizational performance.
• Perform any other duties as assigned or required to support the company's overall operations and objectives.

Requirements

• All potential hires are subject to pre-employment checks which include but are not limited to background checks, drug screenings, and motor vehicle record checks.
• Two-year associate degree in information technology or computer Science or comparable educational degree with 2+ years of appropriate experience.

Required Knowledge and Experience

• Helpdesk/Customer Service environment
• Common IT hardware knowledge, networking, industry-standard applications, and best practices including troubleshooting and setup of printers, desktops, laptops, tablets, and smartphones.
• Network infrastructure and configurations
• Workstation imaging and automated software deployment
• Microsoft Solutions: M365, Windows Server 2016-2022, Remote Desktop Services (RDS), Active Directory, GPO, Intune, Entra, Teams (voice/video), M365 & Azure Administration
• Operating Systems: Windows 11, Android OS, and iOS
• Management Tools and Systems such as mobile device management software (Intune, ManageEngine), VMware applications, remote desktop support (ScreenConnect, RDP), and Manage Engine ServiceDesk+, ADManager+, and Endpoint Central

Preferred Knowledge and Experience

• Ubiquiti Unifi (Networking, Protect, Access)
• Microsoft Defender
• PowerShell

Skills

• Strong customer service and communication skills, including empathy, listening skills, and the ability to effectively communicate with both technical and non-technical users.
• High external structure, demonstrating the ability to work independently and self-manage.
• Ability to collaborate effectively with a remote team.
• Desire to assist others and a commitment to helping users.
• Clear oral and written communications.
• Capability to manage multiple priorities simultaneously and deliver consistent, high-quality results.
• Great attention to detail and follow-through skills.
• Understanding of business fundamentals, company culture, and how they interact with technology solutions.
• Excellent analytical and reasoning skills.
• Strong organizational and administrative skills.

What You’ll Need for Success

• Willingness to Learn: passion for IT, adaptable and business acumen.
• Customer Service: servant heart/selfless service, empathy.
• Self-Driven: Problem solving skills.
• Collaboration: communication, works well under pressure, brings creativity to the role.

Physical Requirements & Working Conditions

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job unless it causes undue hardship.

• This position is classified as sedentary work, which requires the ability to remain stationary for extended periods while occasionally moving within the office to complete tasks.
• Physical demands include the ability to frequently lift and/or move objects weighing up to 10 pounds and occasionally up to 25 pounds.
• Manual dexterity is necessary for computer operation, writing, and handling materials.
• Clear articulation and voice control are essential for effective communication with both internal and external customers via telephone.
• Specific vision abilities essential for this role include close vision, peripheral vision, and the ability to adjust focus.

While the role involves regular interaction with internal and external customers in a dynamic office environment, occasional exposure to shop environments and associated hazards may occur. The individual must effectively manage tight deadlines, shifting priorities, and a high volume of information flow while maintaining professionalism. Additionally, handling sensitive and confidential information is part of the job. Standard office equipment such as laptops and smartphones are regularly utilized, and noise levels typically range from low to moderate.

Travel Requirements

Occasional travel to other offices might be required.