Support Technician

IT Support Technician

The IT Support Technician supports the Director of IT Efficiency by providing front-line technical support to end-users, assisting with IT system maintenance, and performing administrative tasks aimed at assisting in improving IT efficiency within their role and the company. This role focuses on resolving user issues, maintaining IT assets, and ensuring smooth technology operations for both administrative staff and end-users. This position includes, but is not limited to, the daily responsibilities outlined below.

Overview of Responsibilities

- Assist in supporting existing and/or implementing new IT systems, process efficiency improvements across departments, supporting technology procurement/maintenance, and manage project documentation for new IT efficiency initiatives.

- Provide general technical IT and AV support to office and remote employees working in the field, responding to and resolving helpdesk tickets, and follow-up with end-users to resolve their technical issues.

- Troubleshooting hardware, software, network, peripheral, and device issues, including installing software, setting up new computers and mobile devices, and device management.

- Provide general support, assistance, troubleshooting, instructional documentation, and training for Microsoft Teams Rooms audio/video (AV) conferencing systems.

- Assist in user account management, account setup, password resets, assigning account permissions across file, identity, and access systems.

- Assist in contributing to and maintaining a knowledge base of solutions and procedures, including an inventory of IT assets, software licenses, networking components, technical specifications, and other resources related to efficiency projects.

- Provide general administrative support such as assisting in knowledge transfer and documentation, tracking tasks, communicating updates, and managing the status of assigned projects.

- Collaborate with cross-functional teams (construction, operations, administration) to gather requirements and feedback for continuous improvement and to facilitate a smooth workflow.

- Communicate updates and resolutions to users in a clear and timely manner.

- Document solutions and procedures for common technical issues to build a knowledge base for users.

- Support user training sessions by preparing materials and assisting users with technical questions.

- Participate in research and testing of emerging technologies to support IT efficiency goals.

- Emergency after-hours availability for system migrations, implementations, upgrades, or other IT efficiency initiatives that would otherwise affect normal business operations may be required on occasion.

Requirements

- On-site/in-office support role with work hours from 7:30am to 4:30pm and emergency support as needed.

- Experience with supporting and troubleshooting the Microsoft Windows operating system and Microsoft business consumer ecosystem, including business applications such as Microsoft 365 (Office 365), Project, Dynamics 365, and Copilot.

- Experience with helpdesk ticketing systems, remote support tools, and mobile device management (MDM) systems (Verizon MDM, Apple Business Manager, and Intune) in the role of a helpdesk technician.

- Experience with Microsoft Admin Centers, including Microsoft Entra, Microsoft 365, Exchange, Intune, Teams, and SharePoint Admin Centers.

- Understanding of network fundamentals and the ability to diagnose basic connectivity issues including TCP/IP, DNS, DHCP, Wi-Fi, and VPN issues.

- Experience with identity and endpoint management, including user provisioning, deprovisioning, security group management, password policies, multi-factor authentication (MFA), NTFS file permissions, and knowledge of relevant security practices and prevention methods.

- Strong organizational, problem-solving, multitasking, and communication skills with an attention to detail and ability to prioritize and resolve issues independently.

- Comfortable performing both technical and administrative tasks.

- Familiarity with Microsoft Azure, PowerShell, APIs and system integrations is a plus.

- Associate’s degree in Information Technology, Computer Science (or related field) and/or relevant IT certifications such as CompTIA A+ or ITIL Foundation are preferred.

- 1 to 3 years of relevant IT support or technical helpdesk experience in a professional environment is preferred.

Job Type: Full-time

Pay: $46,000.00 - $56,000.00 per year

Benefits:

- 401(k)

- Dental insurance

- Health insurance

- Life insurance

- Paid time off

- Vision insurance

Application Question(s):

- Are you available to work on-site in our office Monday - Friday during the hours of 7:30am to 4:30pm, with occasional after-hours emergency support? (Yes/No)

- Do you have 1-3 years of IT support, helpdesk or technical support experience in a professional environment?

- Do yo have an Associate's degree in IT, Computer Science, or a related field, or relevant IT certifications (CompTIA A+, ITIL Foundation, etc.)?

Work Location: In person