Tech Support

About the Role

The Technical Support Technician is responsible for planning, upgrading, installing, configuring, troubleshooting, and maintaining hardware and software related to end-user computing devices such as desktops, laptops, mobile devices, their peripherals, and related technologies.

Responsibilities

• Provide day-to-day technical and operational support for desktop and laptop computers, including complex troubleshooting, system monitoring, and hardware/software upgrades, setup, and installation (80% of role).
• Plan and execute new deployments, upgrades, and technology refreshes.
• Schedule and/or coordinate vendor service calls for repair, installation, equipment recovery, and preventive maintenance (10% of role).
• Regular attendance at work on a full-time schedule of at least 8 hours and 40 hours per week.
• Travel to remote company locations and be available to work extended hours and/or weekends on short notice.
• Follow end-user computing processes and procedures; may recommend improvements.

Requirements

• 1-3 years of prior end-user computing support experience, including configuration, installation, upgrade planning, and troubleshooting complex operating system and hardware issues.
• Experience supporting, upgrading, and evaluating Windows Operating Systems, Microsoft Office applications, Android or iOS operating systems, and related hardware/software.
• Experience with end-user device scripting, packaging, imaging technologies, and endpoint security/management tools.
• Excellent teamwork and interpersonal skills; ability to communicate complex concepts to both management and technical staff.

Qualifications

• Completion of a 2-year undergraduate degree in computer science, information systems, or a related field.
• Related industry certifications such as CompTIA A+, ITIL v4, or HDI are recommended.

Skills

• Judgment within defined procedures and practices to determine appropriate action.
• Ability to thrive in a cross-functional environment.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical/leadership courses, books, and seminars after 6+ months of tenure.
• Certification discounts and perks for associations like CompTIA and IIBA.
• Dedicated customer service team for benefits and resources, plus a certified Career Coach.