Technician, Information Technology

Responsibilities

• Provide professional, responsive, and customer-focused technical support to employees regarding computer hardware, software, mobile devices, and related technology systems.
• Diagnose, troubleshoot, and resolve routine hardware, software, operating system, printer, and peripheral issues.
• Escalate and coordinate support requests with third-party IT service providers, vendors, and internal technology teams as appropriate.
• Track, document, and update support tickets to ensure timely issue resolution and accurate record keeping.
• Aid with setup, configuration, deployment, and maintenance of desktop computers, laptops, mobile devices, monitors, and related equipment.
• Support employee onboarding activities, including workstation preparation, equipment deployment, account setup coordination, and basic technology orientation.
• Aid with employee offboarding activities by collecting company-issued technology assets and coordinating account deactivation processes.
• Provide one-on-one training and guidance to employees on company-supported applications, hardware, and technology tools.
• Create and maintain basic technical documentation, user guides, and knowledge base articles.
• Aid with inventory tracking, asset management, and technology equipment organization.
• Maintain a high level of customer service while responding to technical support requests in a timely manner.
• Collaborate effectively with team members and other departments to support operational needs.
• Follow established IT procedures, standards, and security requirements.
• Perform other duties and assignments as required.

Qualifications

• High school diploma or equivalent required.
• Associate degree in Information Technology, Computer Science, or related field preferred.
• Minimum of two (2) years of experience providing help desk, desktop support, or technical support services in a macOS environment.
• Experience supporting both macOS and Windows operating systems required.
• Experience working in a corporate or enterprise technology environment preferred.
• Apple product and device certifications preferred.
• Strong working knowledge of macOS and Windows operating systems.
• Ability to troubleshoot and resolve hardware, software, and end-user technology issues.
• Strong customer service orientation with a commitment to providing high-quality support.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts and instructions to users with varying levels of technical expertise.
• Strong organizational skills with the ability to prioritize multiple support requests effectively.
• Demonstrated problem-solving and critical-thinking abilities.
• Ability to work independently while contributing to a collaborative team environment.
• Demonstrated initiative and willingness to learn new technologies.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Proficiency with Microsoft Office applications and common business software.
• Ability to adapt to changing priorities and business needs in a fast-paced environment.