IT Support Technician Contractor

About the role

The IT Support Technician will provide technical support for Windows and Mac computers, troubleshoot issues, and collaborate with stakeholders to develop training materials and guidelines. This is a seasonal contractor position based in Raleigh/Durham, NC, with the potential to convert to a full-time role.

Responsibilities

• Provide technical support for Windows and Mac computers - Hardware & Software
• Support remote staff including VPN troubleshooting
• Build new Windows and Mac computers for onboarding and upgrades
• Migrate from old computers to new
• Troubleshoot Mac OS and application issues - specifically after OS upgrades
• Perform antivirus scans/updates and patching
• Work with business to develop and maintain asset equipment replacement program
• Prepare and maintain appropriate written documentation for systems, infrastructure, maintenance logs, and procedures
• Support office phone systems and company-provided cell phones
• On-call availability
• Identify, investigate, and resolve end user challenges with computer software and hardware or escalate appropriately
• Maintain knowledge of technology trends and innovations
• Collaborate with escalation points to explain errors
• Provide tier 1 application support for primary systems while ensuring SLAs are met
• Coordinate advanced troubleshooting with application service providers
• Ensure interoperability between and within systems
• Champion new application/upgrade projects

Requirements

• Ability to adapt to a highly entrepreneurial environment and respond to changes quickly
• Strong problem-solving and critical thinking skills with focus on driving positive results to the bottom line
• Detail oriented, strong organizational and time management skills
• Self-motivated
• Able to maintain and build effective relationships with cross-functional teams
• Understanding of DNS, DHCP, and VPN concepts
• Strong analytical and communication skills
• Demonstrated project planning skills
• Understanding of basic networking principles
• Excellent customer service skills

Qualifications

• Bachelor’s Degree in Computer Science or Information Systems strongly preferred
• At least 2-3 years of experience in both applications and networking
• At least 2-3 years supporting Windows and Mac computers
• Experience in a customer facing role
• Experience with office operations, general Windows OS, and Microsoft Office products required
• Experience troubleshooting computer and printer hardware issues
• Experience working with applications that have a database backend preferred