Information Technology Support Technician

The IT Support Technician is responsible for providing technical assistance and support to end users across the organization. This role ensures the smooth operation of IT systems by troubleshooting hardware and software issues, maintaining system performance, and delivering excellent customer service., * Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals

• Act as the main contact to support requests via ticketing system, phone, and email within defined service-level agreements (SLAs) and in a professional manner
• Troubleshoot and resolve hardware, software, and connectivity issues for remote and onsite users.
• Install, configure, and maintain desktops, laptops, printers, and mobile devices
• Assist with asset management and inventory tracking
• Participate in system rollouts, upgrades, and IT projects as required
• Support onboarding and offboarding processes, including equipment setup and account provisioning. Refine onboarding documentation and checklists to streamline the process.
• Perform user account management tasks in Active Directory/Azure and related systems (e.g., onboarding/offboarding, password resets, access requests)
• Diagnose and resolve issues related to Windows/macOS operating systems, Microsoft 365, and common business applications
• Document incidents, solutions, and procedures in the knowledge base
• Support basic networking issues (Wi?Fi connectivity, VPN access, printer networking)
• Perform system updates, patches, and routine maintenance tasks
• Identify recurring issues and develop long-term solutions to improve system reliability.
• Understanding of IT security best practices and contribute to cybersecurity and endpoint protection initiatives.

• 4+ years of experience in IT support or service desk environment
• Familiarity with Microsoft Entra (Azure AD), Intune, and MDM concepts, and interest in growing into these areas.
• Strong knowledge of Windows operating systems, Microsoft 365 applications and macOS environments
• Experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience with Active Directory, ticketing systems, and remote support tools
• Excellent troubleshooting and problem-solving skills
• Ability to move computer cases, monitors, and related equipment
• Experience supporting both on-site and remote users
• Strong communication and focus on user satisfaction
• Excellent verbal and written skills for communicating technical solutions to non-technical staff.
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong documentation and organizational skills
• Ability to work independently and collaboratively within a team
• Professional demeanor and attention to detail
• Knowledge of endpoint management tools (e.g., Intune, SCCM, Defender)
• Demonstrates a strong ability to learn independently and take initiative in acquiring new knowledge and skills.