IT Support Technician

About the role

The IT Support Tech supports the IT Department in its mission to deliver technology‑related support and services to the business. Acting as the first line of support, the role resolves or triages help‑desk issues that come in through the ticketing system or call‑in line, providing technical support, setup, configuration, and troubleshooting for computers, printers, software, and network connectivity. The position requires solid technical knowledge and the ability to communicate effectively to understand problems and explain solutions.

Responsibilities

• Operate as first point of contact for customers needing technical assistance.
• Perform troubleshooting through diagnostic techniques and pertinent questions.
• Determine best solutions and conduct root‑cause analysis for problems or issues.
• Provide technical support for PCs, phones, printers, and mobile devices.
• User provisioning for onboarding, off‑boarding, or modifications to existing associates.
• Setup, relocation, and deployment of computers for new and existing workstations.
• Decommission endpoints reaching end‑of‑life.
• Coordinate with various vendors to resolve software or hardware related issues.
• Install software via push‑deployment or manual installation when necessary.
• Assign licensing of various software (M365/Adobe).
• Maintain documentation in the IT asset tracking system.
• Contribute documentation to the IT Knowledgebase.
• Assist with managing end‑user training to promote IT security awareness.
• Review email submissions from associates for phishing or legitimate messages.
• Assist in special projects as necessary.
• Ensure and follow safety requirements and standards.
• Maintain a safe, neat, and orderly work environment.
• Perform duties in a manner that follows, demonstrates, and promotes the company’s values.
• Report to work as scheduled, on time, and be able to work the entire work schedule.
• Perform additional duties as assigned.

Skills

• Ability to relay technical information to non‑technical users.
• Good technical skills using computer applications (Microsoft Suite, enterprise software).
• Customer service skills; comfortable working with business users and technical teams.
• Good time management and prioritization skills.
• Ability to meet deadlines and contribute to estimating timelines.
• Analytical and problem‑solving skills.
• Detail‑oriented with a passion for and ability to continuously learn.
• Excellent oral and written communication skills.
• Ability to exercise patience and understanding.
• Proactive attitude.
• Basic math proficiency.
• Effective both independently and within a team environment.
• Highly adaptable and responsive to changing business needs.
• Ability to work onsite daily.
• Continuous improvement mindset.
• Ability to observe and identify details.
• Willingness to work extended hours as scheduled, including weekends and an on‑call rotation.

Physical Demands

Frequent sitting, wrist manipulation, walking, and standing. Frequent sedentary work with lifting up to 10 pounds. Occasional medium work with lifting up to 50 pounds. Manual dexterity to type and operate office equipment frequently. Must be able to complete all physical requirements to perform essential functions.

Qualifications

Education/Experience Required: Associate or bachelor’s degree in computer science or 1+ years of experience in an IT field.

Preferred: Experience with Windows, M365 Suite, and Identity Management (Active Directory).

Working Environment

The position is onsite in a temperature‑controlled office and manufacturing environment, with occasional remote work possible.