IT Support Technician I

When Alfred Fain founded a small Rhode Island tire store in 1924, no one could have predicted how Teknor Apex would become an international custom compounder sought out by companies around the world. After a nearly hundred-year journey that’s carried us through acquisitions and expansion, we now have nine U.S. locations, as well as operations in Belgium, Singapore, Germany, and China. Throughout this global expansion Teknor has remained a privately held company, and today Fain’s grandson sits at the helm, maintaining the family’s tradition of fostering deep employee and customer relationships. These relationships are what allow us—together—to deliver customized compound solutions and help our customers create better products.

Responsibilities

• Provides first-line technical support for Windows workstations, laptops, mobile devices, Microsoft 365 applications, printers, peripherals, VPN connectivity, and other end-user technologies.
• Performs endpoint deployment and lifecycle management activities, including device staging, workstation deployments, hardware replacements, relocations, asset tracking, and equipment recovery.
• Executes approved identity and access management activities, including account unlocks, password resets, multi-factor authentication (MFA) support.
• Troubleshoots endpoint hardware, operating systems, Microsoft 365 applications, Microsoft Intune, and business application issues, resolving incidents within documented procedures and escalating complex issues as appropriate.
• Maintains accurate service tickets, asset records, and technical documentation while meeting established service level agreements (SLAs).
• Creates and updates knowledge base articles, work instructions, and standard operating procedures to improve consistency, knowledge sharing, and first-contact resolution.
• Identifies recurring support issues and recommends opportunities to improve operational efficiency through process standardization, improved documentation, automation, or enterprise endpoint management tools.
• Assists with software packaging, application deployment, endpoint configuration, and deployment validation using Microsoft Intune, PDQ Deploy, or other approved endpoint management platforms.
• Adheres to established cybersecurity, asset management, change management, and IT operational procedures to maintain a secure and compliant computing environment.
• Participates in rotational on-call coverage and collaborates with Infrastructure, Network, Cybersecurity, and Application teams to ensure timely resolution of customer issues.

Requirements

• Associate degree in Information Technology or a related field preferred.
• Relevant technical certifications (CompTIA A+, Network+, Microsoft, etc.) are a plus.
• 2–3 years of Service Desk, desktop support, or related technical support experience.

Skills & Capabilities

• Strong troubleshooting and analytical skills.
• Excellent customer service and interpersonal communication skills.
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Basic understanding of Active Directory, Microsoft Entra ID, Microsoft Intune, and endpoint management concepts.
• Familiarity with Microsoft Intune, PDQ Deploy, or similar endpoint management platforms.
• Strong organizational, documentation, and time management skills.
• Ability to follow documented procedures while exercising sound judgment.
• Demonstrates a continuous improvement mindset by identifying opportunities to simplify work, improve processes, and enhance the end-user experience.
• Ability to work independently and collaboratively within a team environment.

Physical Demands

• Must be able to lift and carry up to 50 pounds.
• Must be able to perform workstation setups, equipment installations, and office relocations.
• Must be able to communicate effectively in person, by telephone, and electronically.
• Ability to perform time-sensitive troubleshooting activities.

Working Conditions

• Office environment requiring hands-on technical support.
• Frequent endpoint deployment and equipment handling.
• Participation in rotational 24x7 support coverage as required.