Information Technology Technician

About the role

This hands-on role serves as the first point of contact for end users, providing Tier 1 technical support for hardware, software, account access and connectivity issues.

Responsibilities

• Provide onsite and remote Tier 1 technical support for PC and Mac hardware, software, printers, mobile devices, and peripherals.
• Troubleshoot user issues related to Windows 11/10, macOS, Microsoft 365, Teams, Outlook, VPN connectivity, and Wi-Fi access.
• Escalate unresolved or advanced technical issues to senior IT staff in accordance with established Service Level Agreements (SLAs).
• Aid with employee onboarding and offboarding, including hardware setup, account provisioning, and access management.
• Create, modify, and disable user accounts in Microsoft Active Directory and Microsoft Entra ID following documented procedures.
• Support Microsoft 365 administration including Exchange mailboxes, Teams, OneDrive, and SharePoint permissions.
• Maintain IT asset inventory including deployment, recovery, tagging, and lifecycle tracking of hardware and software.
• Assist with operating system updates, endpoint patching, antivirus monitoring, and endpoint health maintenance.
• Troubleshoot basic network connectivity issues involving Ethernet, Wi-Fi, VPN, DNS, and printers.
• Aid with conference room technology, audio/visual equipment, and VoIP phone systems.
• Demonstrate willingness to learn and adopt AI productivity tools (such as Microsoft Copilot, Claude) to improve support efficiency and documentation.
• Document troubleshooting steps, create knowledge base articles, and maintain internal IT documentation.
• Cook up with vendors and third-party support providers as needed.
• Support company IT projects, office moves, hardware refreshes, and other initiatives as assigned.
• Perform other duties and projects as assigned.

Qualifications / Requirements

• High School diploma required; technical training, certifications, or equivalent experience preferred.
• 1–2 years of IT support experience in a Microsoft environment, including internships or equivalent hands-on training, preferred.
• Strong knowledge of Microsoft Windows 11 and macOS support and troubleshooting.
• Familiarity with Microsoft 365, Active Directory, and Microsoft Entra ID concepts.
• Basic knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Strong customer service and communication skills with a professional and positive attitude.
• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
• Experience working with ticketing systems and documenting technical issues preferred.
• Ability to work independently while collaborating effectively with team members and other departments.

PREFERRED QUALIFICATIONS

• Associate degree in Information Technology or related field.
• CompTIA A+ and Microsoft certifications preferred.
• Experience supporting onsite, remote, and multi-location users.
• Experience with endpoint management, antivirus platforms, or mobile device management (MDM) solutions.
• Experience with NetSuite or similar ERP/business systems at a user support level.
• Familiarity with AI-powered productivity tools such as Microsoft Copilot, Claude, or similar platforms used in a business environment.