IT Support Technician

Responsibilities

• Diagnose and resolve standard to moderately complex hardware, software, and network connectivity issues for both on-site and remote employees (Windows & macOS)
• Handle day-to-day workstation tasks, including provisioning, deploying, repairing, and securely decommissioning laptops, desktops, and mobile devices
• Actively monitor and manage the IT ticketing queue (e.g., ServiceNow, Jira Service Desk), ensuring incidents are accurately categorized, documented, and resolved within SLA targets
• Provide prompt, courteous, and high-touch technical support to executives and management for immediate operational needs
• Maintain accurate inventory records of all corporate IT hardware, software licenses, and peripherals within the ITAM (IT Asset Management) system
• Conduct routine checks and provide immediate troubleshooting for conference room audio-visual (AV) setups and video conferencing platforms (e.g., Zoom Rooms, Teams)
• Support, configure, and maintain office automation systems, local network printers, scanners, and multi-function copiers
• Enroll and manage end-user devices in enterprise MDM platforms (e.g., Intune, Jamf) to ensure alignment with corporate security baselines
• Perform routine Identity and Access Management (IAM) tasks, including user creation, password resets, and access provisioning in Active Directory and Azure AD/Entra ID
• Support, configure, and maintain office automation systems, local network printers, scanners, and multi-function copiers
• Manage supply and stock levels of IT peripherals and consumables (toner, cables, accessories) and flag reorder needs to procurement

Qualifications

• 2 to 4 years of hands-on experience in an enterprise Desktop Support, IT Help Desk, or equivalent technical support role
• Solid proficiency in configuring and troubleshooting Windows 10/11 and macOS operating systems
• Practical experience with Active Directory and Azure AD/Entra ID user/group administration
• Clear understanding of core networking concepts (TCP/IP, DHCP, DNS) and basic Wi-Fi/VPN troubleshooting
• Strong interpersonal skills with a patient, customer-first approach to resolving technical frustrations for non-technical users