IT Technician

The IT Technician position provides first-line technical support to employees across the company. This role is ideal for someone with strong IT fundamentals, a service-first mindset, and a desire to learn and grow in a hands-on environment. The IT Technician is responsible for timely ticket intake, troubleshooting, clear communication, and thorough documentation, escalating issues appropriately to support high service standards. The IT Technician reports to the IT Manager. The role supports end users across office and/or production environments by troubleshooting hardware, software, network, identity, access control, and collaboration tools, * Excel as the first point of contact for technical support requests across all business divisions; triage/prioritize work, communicate status/ETAs, and escalate incidents or recurring issues when appropriate.

• Track, update, and resolve tickets in the company's ticket system, documenting troubleshooting steps, outcomes, and user communications.
• Troubleshoot and support end-user hardware, software, and common workplace technology (printers/scanners, conferencing/meeting rooms, remote access/VPN, and peripherals) to keep employees productive.
• Support onboarding/offboarding by preparing accounts and equipment in coordination with HR and the IT Manager.
• Configure, deploy, and maintain end-user devices and peripherals, including imaging and standard software setup, following approved configurations and security settings.
• Manage user accounts and access requests per policy across identity platforms such as Entra and Active Directory, and software suites like Adobe, Bluebeam, and AutoDesk (e.g., group membership changes).
• Promote cybersecurity best practices (MFA, password hygiene, least-privilege access, phishing awareness).
• Maintain accurate IT asset and inventory records (hardware, peripherals, licenses) and support lifecycle activities such as replacements, repairs, and returns.
• Create and maintain IT documentation, procedures, and knowledge base articles; provide updates to the IT Manager on ticket volume, recurring issues, trends, and system performance.
• Partner with employees and collaborate across departments to support business goals and improve processes; coordinate with vendors and managed service providers as needed; perform other duties as assigned.

Additional Responsibilities

• Support planning and execution of projects under the direction of the IT Manager, including coordination, documentation, and validation testing.
• Assist with network configurations/changes and provide support for wireless networks and access points.
• Assist with routine maintenance activities such as endpoint patching support, software deployments, and health checks under change processes.
• Support basic backup/restore requests and business continuity tasks; assist with basic server, file share, and printer administration tasks as assigned.
• Support on-site IT needs such as workstation moves/changes, peripheral setup, and basic cabling/patching.

Do you have experience in Wireless networking?, Do you have a Associate's degree?, (Helpful for success, but not required-candidates with strong fundamentals and a willingness to learn are encouraged to apply.)

• Experience supporting Microsoft Entra ID/Active Directory and Microsoft Intune/Microsoft 365 in a business environment.
• Experience with Jira Service Management (or similar ITSM/help desk tools) and maintaining documentation/knowledge bases.
• Familiarity with basic network troubleshooting (switching, VLAN concepts, Wi-Fi troubleshooting, cabling) and security concepts (conditional access, endpoint protection, vulnerability/patch management processes).

Knowledge and Skill Requirements

• Associate degree in Information Technology or equivalent education/experience (2 years of relevant experience preferred).
• Relevant certifications are encouraged (e.g., Google IT Support Certificate, CompTIA A+, Microsoft IT Support Associate Certificate, or IBM IT Support Professional Certificate).
• Strong IT fundamentals, including networking and hardware basics (TCP/IP, DNS, DHCP, Wi-Fi, and endpoint hardware components).
• Troubleshooting and documentation skills, including problem identification, root-cause analysis, and clear written communication.
• Customer-service mindset with the ability to explain technical concepts clearly to non-technical users; team-oriented and able to collaborate across departments.
• Comfort working in Microsoft Windows environments and supporting productivity/collaboration tools (Microsoft 365, including Office apps, SharePoint, and Teams).
• Understanding of endpoint management concepts (imaging, patching, device enrollment) and security hygiene (MFA, phishing awareness, least privilege); familiarity with remote support tools and authentication/access workflows.
• Dependable and detail-oriented with strong problem-solving skills, commitment to quality, flexibility, and motivation to improve processes and procedures; positive, growth-oriented attitude with willingness to learn.
• Basic scripting or automation exposure (e.g., PowerShell) is a plus.
• Ability to lift, move, and position equipment up to 50 lbs (e.g., desktops, monitors, printers) as needed for deployments and workstation moves.

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance