IT Support Technician

About the role

The IT Support Technician will play a critical role in providing comprehensive technical support to end‑users across the company. This position requires a broad range of technical skills, exceptional problem‑solving abilities, and the ability to handle a variety of IT and help desk tasks. The technician will troubleshoot, resolve issues, and escalate complex problems to higher‑level technical teams when necessary.

Responsibilities

• Provide technical support and assistance to end‑users, resolving hardware, software, and network‑related issues promptly, politely, and effectively.
• Serve as the first (and sometimes only) point of contact for IT and Help Desk inquiries, troubleshooting problems and providing timely solutions.
• Assist in the setup and configuration of workstations, laptops, printers, and other IT equipment for employees.
• Install, upgrade, and maintain software applications, ensuring compatibility and functionality.
• Collaborate with other IT teams to resolve escalated technical issues and coordinate problem resolution.
• Escalate complex problems to appropriate technical teams and follow up to ensure timely resolution.
• Maintain accurate records of IT support requests, actions taken, and resolutions in a help‑desk ticketing system.
• Perform user account management tasks, including creating, modifying, and disabling accounts.
• Conduct user training sessions and create documentation to assist end‑users in resolving common issues.
• Stay up to date with the latest IT trends and technologies to provide effective support and recommend improvements.
• Attend all required meetings and events and follow all relevant policies and procedures.

Preferred Skills

• Displays empathy and understands the impact of emotions on oneself and others, fostering a positive and supportive work environment.
• Exhibits active listening skills and shows genuine concern for the needs and concerns of end‑users, peers, and colleagues.
• Manages conflicts and difficult situations with professionalism, tact, and diplomacy, seeking win‑win resolutions.
• Adapts well to change and approaches challenges with resilience and a positive attitude.
• Recognizes and manages personal emotions effectively, demonstrating self‑awareness and self‑regulation.
• Excellent written, verbal, and interpersonal communication skills sufficient to interact effectively with all levels of the organization.
• Knowledge of contact‑center technology.
• Ability to install and troubleshoot software/hardware and desktop Windows systems, as well as mobile devices.
• Strong computer and contact‑center technology acumen with proficiencies in Microsoft Entra, Office 365, Active Directory, Microsoft Exchange, Microsoft Dynamics, knowledge‑management systems, CRM systems, cloud‑based software, and/or Power BI.
• Proficiency in ticketing systems and help‑desk software.
• Excellent command of the English language and effective use of grammar.
• Effective time‑management skills and the ability to prioritize tasks.
• Math skills, multi‑tasking ability, and strong organizational skills.
• Ability to handle various projects in a fast‑paced environment.
• Willingness to learn and adapt to new technologies and processes.

Qualifications

• High School Diploma or GED equivalent.
• AAS degree in Computer Sciences or related field (achieved or in progress).
• Experience with IT systems, hardware, software, and networks.
• Prior experience in an IT Help Desk or customer support role (preferred).
• Professional certifications within Computer Sciences or Information Technology (a plus).
• 1–2 years of experience in a contact‑center or related environment (a plus).

Benefits

North End Teleservices will offer a comprehensive benefits package.

Attendance and Punctuality

Employees must follow the assigned work schedule and comply with attendance and established punctuality requirements.