Tier 1 IT Support Technician

The Tier 1 IT Support Technician is the first point of contact for technical support needs at Washburn Center for Children. This role supports end-user devices, resolves common IT issues, assists with A/V technology setup, and provides direct support during staff onboarding. The technician is also responsible for preparing Windows and iOS devices for staff using Microsoft Intune and Mosyle, our Apple MDM solution. This role is on-site., Frontline Technical Support

• Respond to IT support requests via Jira Service Desk or other ticketing system, phone, email, and in-person.

• Provide first-level troubleshooting for Microsoft 365, Teams, Windows 10/11, VPN access, printers, and Wi-Fi issues.

• Escalate complex technical problems to Tier 2 or our MSP.

Device Setup & Configuration

• Deploy and configure Windows laptops using Microsoft Intune.

• Enroll and manage Apple iOS devices through Mosyle, ensuring proper profiles and app distribution.

• Prepare equipment for deployment, maintain inventory tags, and track user assignments.

A/V Room Support

• Set up and support basic A/V equipment in conference and training rooms, including displays, projectors, webcams, speakers, and microphones.

• Assist with Microsoft Teams Room devices and event-related tech needs.

• Troubleshoot A/V connectivity issues, perform regular readiness checks.

Facilities & Workspace Support

• Set up and configure workstations including desk arrangements, cable management, and ergonomic positioning

• Install, adjust, and remove monitor mounts and arms to support various workspace configurations

• Deploy and configure docking stations for laptop users, ensuring proper connectivity and functionality

• Move IT equipment between locations as needed, including computers, printers, monitors, and peripherals

• Relocate and set up printers including network configuration and driver installation

• Assist the Facilities Manager with furniture arrangements when IT equipment integration is required

• Coordinate workspace changes that involve both IT equipment and furniture to ensure optimal functionality

New Hire Onboarding

• Prepare accounts and devices for incoming staff; provide in-person IT orientation.

• Assist with initial login, MFA configuration, Teams setup, and basic IT navigation.

Inventory & Asset Tracking

• Maintain accurate asset documentation and assist with lifecycle tasks (check-in/out, refreshes).

• Support device recovery or reset processes in coordination with Tier 2.

Administrative Tasks

• Document detailed notes and accurate time entries to reflect completed work.

• Effectively communicate with staff via email and other communication tools to ensure clarity and resolution of technical issues.

• 1-2 years in an IT helpdesk, desktop support, or A/V technician role

• Familiarity with Microsoft 365, Teams, Windows 10/11, and iOS device support

• Basic experience with MDM platforms like Mosyle (for iOS) or Intune (for Windows)

• Experience with N-Able N-Central RMM or similar tools

• Strong customer service skills and the ability to communicate with non-technical staff

Preferred

• Associate's degree in IT or related field (or equivalent experience)

• Experience supporting Microsoft Teams or conference A/V setups

• Entry-level certifications such as CompTIA A+ or Apple/MDM training are a plus

Schedule & Expectations

• Monday-Friday, 9:00 AM - 5:00 PM

• Must be able to lift up to 40 lbs (IT equipment, monitors, etc.)

• Travel between Washburn sites required for support and hardware deliver