IT Support Technician

Responsibilities

• Provide Tier 1–2 help desk support for Windows desktops/laptops, Microsoft 365 apps, and core business applications (Dynamics GP/Wennsoft).
• Manage and resolve support requests through the ticketing system (Zendesk), meeting established service levels and documenting work performed.
• Troubleshoot issues related to user accounts, permissions, printers, VPN/connectivity, and common application errors; escalate complex issues when appropriate.
• Support onboarding/offboarding by preparing accounts, licenses, hardware, and access; ensure timely setup and secure deprovisioning.
• Deploy, configure, and maintain endpoints using RMM tooling (NinjaOne or similar) and MDM (Microsoft Intune), including patching and software deployment.
• Affix endpoint security tasks such as monitoring and remediation using tools like SentinelOne, and follow IT security policies and procedures.
• Affix basic network and device support (e.g., Meraki switches/APs), coordinate with vendors/ISPs as needed, and help maintain reliable service.
• Affix server and infrastructure support activities under guidance (Windows Server, RDS, SQL Server), including user access and routine operational tasks.
• Maintain accurate asset inventory and create/maintain IT documentation, knowledge base articles, and standard operating procedures.

Requirements

• 1+ years of help desk/desktop support experience, or an equivalent combination of education and experience.
• Strong troubleshooting methodology and customer-service mindset; ability to communicate technical concepts clearly.
• Working knowledge of Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, Word/Excel), and basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience working tickets end-to-end (intake, triage, resolution, documentation) and prioritizing multiple requests.
• Ability to work onsite Monday–Friday (8:00 a.m.–5:00 p.m.); occasional after-hours support as needed.

Preferred

• Experience supporting Microsoft Dynamics GP and/or Wennsoft.
• Experience with RMM tools (NinjaOne preferred; equivalent accepted) and ticketing platforms (Zendesk).
• Experience with Meraki networking, endpoint security tools such as SentinelOne, and general security best practices.
• Experience with Microsoft Intune (MDM), Windows Server, RDS, and Microsoft SQL Server.
• Familiarity with Apple Business Manager and supporting iPhones/iPads in a managed environment.