IT Support Technician

Key Responsibilities

• Provide first-level technical support to employees in person, by phone, email, and Microsoft Teams.
• Create, track, prioritize, and resolve support tickets using the company help desk system.
• Monitor the ticket queue and escalate support requests based on urgency, complexity, required involvement, or the system affected.
• Cookware and scanner support, including tablets, printers, and other mobile or specialized devices, to the appropriate IT resource or vendor.
• Troubleshoot common hardware, software, printer, network, and connectivity issues.
• Set up and configure computers, monitors, phones, printers, and other technology equipment as directed.
• Aid employees with account-related issues and escalate permissions, access, licensing, and administrative requests to the appropriate IT resource.
• Install and update approved software and applications as directed.
• Maintain accurate records of support requests, troubleshooting performed, resolutions, escalations, and equipment.
• Escalate complex technical issues to the appropriate IT resource or vendor and communicate ticket status to the requester.
• Aid with maintaining company hardware and technology inventory.
• Provide basic training and guidance to employees on software, systems, and technology.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, SharePoint, and related tools.
• Assist with basic Excel spreadsheets and reports, including formatting, filters, simple formulas, and data organization.
• Aid with basic SharePoint content, lists, document libraries, and page updates as directed, while escalating permissions and administrative changes.
• Aid with maintaining IT documentation, procedures, and troubleshooting guides.
• Follow company security policies and assist users with safe technology practices, including password management, phishing awareness, and account security.
• Provide support for technology needs at company meetings and other events.
• Occasionally travel to the Pottstown warehouse to provide onsite IT support and coordinate escalation when needed.

Qualifications

• 13 years of experience in a help desk, IT support, or similar technical support role preferred.
• Associate degree in Information Technology, Computer Information Systems, or a related field preferred; equivalent work experience will be considered.
• Strong troubleshooting and problem-solving skills.
• Comfortable supporting Windows computers and Microsoft 365 applications.
• Experience with SharePoint, Teams, and Microsoft 365 applications is a plus.
• Familiarity with basic networking concepts, printers, peripherals, and mobile devices.
• Experience working with a ticketing or help desk system is preferred.
• Strong communication and customer service skills.
• Ability to explain technical issues clearly to nontechnical employees.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Ability to work independently while also collaborating with the broader team.