IT Support Technician

About the role

Provides second-line investigation and diagnosis for desktop/laptop hardware, operating systems, and software. Resolves and closes incidents/service requests according to help desk procedures and allocated timelines, escalating unresolved issues within agreed timescales. Logs incident/service request details, communicates progress to clients, and ensures tickets remain updated until resolution. Complies with Health Safety Environment (HSE) and IT policies, and liaises with clients, IT support groups, and third-party providers as needed.

Responsibilities

• Performs staging of PCs and IMAC (Install, Move, Add and Change) of end-user hardware including laptops, desktops, mobile devices, printers, desk phones, and meeting room devices.
• Conducts hardware and software maintenance and support, troubleshoots and resolves PC incidents and VIP requests.
• Manages centralized hardware and spare part stocking, inventory, and surplus equipment.
• Provides break-fix services to nearest small sites via device exchange or loaner PC shipping options.
• Coordinates with hardware vendors for break-fix services and asset disposal.
• Imaging and provisioning of devices; setup and build of workstations.
• Updates AMDB with hardware and software details and manages PC and device logistics.

Must Have Technical/Functional Skills

• Strong knowledge of desktop/laptop hardware and peripherals (e.g., printers, scanners).
• Very strong hands-on experience with hardware and software troubleshooting.
• Knowledge of Windows 10, Windows 7, and Microsoft Office; familiarity with Mac OS.
• Application/software installation and troubleshooting expertise.
• Experience with ticketing tools such as ServiceNow.
• Strong troubleshooting skills for hardware, operating systems, and software on laptops, desktops, and mobile devices.

Qualifications

• Bachelor of Computer Science.

Benefits

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Pay

$55,000 – $65,000 a year.