IT Support Technician

Responsibilities

• Respond to employee requests through the IT Service Management (ITSM) system.
• Troubleshoot common hardware, software, printer, Microsoft 365, VPN, Wi-Fi, and account access issues.
• Provide friendly, professional support in person and remotely.
• Document issues and resolutions accurately.
• Escalate issues that require advanced technical support.
• Aid with employee onboarding and offboarding, including account setup and equipment deployment.
• Configure and deploy Windows and macOS computers following documented procedures.
• Perform password resets, MFA assistance, and other routine account maintenance.
• Maintain inventory of IT equipment and software assets.
• Assist with software installations, updates, and basic system administration tasks.
• Create and update knowledge base articles and documentation.
• Participate in IT projects as assigned.
• Follow company security policies and report potential security concerns.
• Continuously build technical skills through training and hands-on experience.

Qualifications

• High school diploma or equivalent.
• Interest in technology and helping others solve technical problems.
• Strong customer service and communication skills.
• Ability to learn new technologies quickly.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Up to 2 years of help desk, customer service, or technical support experience (including internships or school experience).
• Familiarity with Windows, macOS, Microsoft 365, and basic networking concepts.
• Exposure to Active Directory, Microsoft Entra ID, Intune, or similar tools is a plus.
• CompTIA A+ or other entry-level IT certification is a plus, but not required.