IT Support Technician I

Key Responsibilities

• Act as the primary point of contact for internal support requests via helpdesk, email, and phone.
• Diagnose and resolve Tier 1 issues related to Windows/macOS, Microsoft 365 apps, and hardware peripherals.
• Escalate complex technical issues to Tier 2/3 administrators while maintaining clear communication with the end-user.
• Execute employee onboarding and offboarding tasks, including account creation and hardware provisioning.
• Aid in managing user permissions within Active Directory and Microsoft Entra ID.
• Provide basic "how-to" training for employees on internal IT tools and security best practices.
• Perform initial setup, imaging, and deployment of laptops, desktops, and mobile devices.
• Assist in routine maintenance of office equipment, such as printers, VoIP phones, and conference room AV.
• Maintain an accurate inventory of IT assets and software licenses.
• Log all support activities accurately within the ticketing system.
• Contribute to the internal knowledge base by creating simple "Quick Start" guides for common user issues.

Requirements

• 1–3 years of experience in a technical support or helpdesk role.
• Achieved an Associate degree in IT, Computer Science, or equivalent work experience.
• CompTIA A+ or Google IT Support Professional Certificate preferred.
• Strong hands-on experience troubleshooting Windows 10/11 and macOS environments.
• Familiarity with Microsoft 365 (Teams, Outlook, OneDrive) and basic Active Directory tasks (password resets, group additions).
• Ability to disassemble/assemble workstations and troubleshoot basic networking (Wi-Fi connectivity, Ethernet cabling).
• Exceptional interpersonal skills with the ability to explain technical concepts to non-technical staff.