IT Technician

About the role

The IT Technician delivers responsive, high-quality technical support to associates across all offices. This role ensures reliable technology operation by resolving incidents, fulfilling service requests, and supporting deployments and asset management. The Technician serves as the primary contact for local support needs while executing consistent processes and communication firmwide.

Responsibilities

• Resolve Support Requests Quickly and Professionally - Respond promptly to incidents and service requests, ensuring courteous and efficient support. Diagnose and resolve a wide range of hardware, software, and access-related issues with accuracy and follow-through. Communicate clearly with users about progress, expectations, and resolution steps. Record accurate work details and closure notes in the service desk system.
• Deliver Consistent, Standards-Based End-User Support - Apply defined IT configurations, procedures, and standards in all support activities. Maintain consistency in workstation setup, peripherals, and application installations. Reinforce established security and compliance practices in daily operations. Promptly report suspected security incidents or policy violations through established escalation channels. Support a reliable, predictable user experience across all office locations.
• Maintain Accurate Documentation and Clear Communication - Document all troubleshooting steps, outcomes, and configuration changes. Contribute updates to shared knowledge resources and internal guides. Communicate effectively with the IT Support Lead regarding recurring issues or user feedback. Keep peers informed to ensure coverage and continuity of service.
• Support System Staging, Deployment, and Asset Management - Prepare, configure, and stage systems for new associates and hardware refreshes. Assist in imaging, setup, and deployment coordination across offices. Track assets through the full lifecycle to maintain inventory accuracy. Keep staging and storage areas organized, labeled, and deployment-ready.
• Collaborate and Escalate Effectively with IT Peers - Coordinate with the IT Support Lead for prioritization and escalation of complex issues. Work cooperatively with technicians in other offices to ensure seamless support coverage. Share technical insights and assist teammates to improve team capability.

Requirements

• Associate degree in Information Systems, Computer Science, or related field; or equivalent experience in IT support.
• Two or more years of hands-on IT support experience, preferably in a multi-office environment.
• Proficiency in troubleshooting Windows systems, Microsoft 365, and enterprise applications.
• Strong communication, customer service, and documentation skills.
• Ability to manage competing priorities and maintain professionalism under pressure.