IT Support Technician

This role requires a dynamic and results-driven Senior IT Technician to provide technical assistance in a service desk environment. This role serves as the primary point of contact for technical support services, addressing user inquiries and resolving technology-related issues., The Senior IT Technician will support hardware, software, network infrastructure, user account management, cybersecurity initiatives, and overall IT operations to ensure optimal system performance and user productivity., Technical Support & Troubleshooting

· Provide onsite and remote technical support for desktops, laptops, printers, mobile devices, and peripherals.

· Diagnose and resolve hardware, software, connectivity, and system-related issues in a timely manner.

· Respond to service desk tickets, prioritize requests, and maintain accurate documentation of incidents and resolutions.

· Install, configure, test, and maintain computer systems, operating systems, and business applications.

· Support Microsoft Windows environments, Microsoft 365 applications, and related enterprise technologies.

· Escalate unresolved technical issues to senior IT staff or vendors when necessary.

Network & Systems Administration

· Assist in maintaining network infrastructure including switches, routers, wireless access points, and firewalls.

· Monitor system performance and ensure availability, reliability, and security of IT systems.

· Perform routine system maintenance, updates, patches, and backups.

· Support VPN connectivity, LAN/WAN environments, and remote access technologies.

· Assist with user account creation, permissions management, password resets, and access control administration.

Cybersecurity & Compliance

· Follow established IT security policies and procedures to protect company systems and data.

· Assist with endpoint protection, antivirus management, and cybersecurity best practices.

· Identify and report potential security vulnerabilities or suspicious activity.

· Support data backup and disaster recovery procedures.

Documentation & Process Improvement

· Maintain accurate IT inventory records, asset tracking, and system documentation.

· Develop and update technical documentation, troubleshooting guides, and knowledge base articles.

· Recommend process improvements to enhance IT support efficiency and user experience.

· Assist with IT-related projects, upgrades, implementations, and equipment deployments.

· 5+ years of experience in IT support, help desk, or technical support roles

· Strong knowledge of computer hardware, software, and operating systems

· Experience supporting Microsoft Windows, Microsoft 365, and Active Directory environments

· Proficiency in troubleshooting hardware, software, printer, and network connectivity issues

· Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, LANs, and WANs

· Experience configuring and supporting routers, switches, and wireless networks

· Understanding of cybersecurity principles, endpoint security, and access management

· Experience with virtualization technologies such as VMware

· Knowledge of cloud platforms such as Microsoft Azure or AWS preferred

· Strong analytical, troubleshooting, and problem-solving skills

· Excellent written and verbal communication skills

· Strong customer service orientation with the ability to explain technical concepts to non-technical users

· Ability to manage multiple priorities in a fast-paced environment

· Experience using ticketing systems and documenting technical support activities

· Ability to lift and move IT equipment as needed

· Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred

· Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or similar are preferred

Preferred Qualifications

· Knowledge of cybersecurity frameworks, multi-factor authentication, and endpoint protection tools

· Experience administering Microsoft Azure Active Directory and cloud-based environments

· Familiarity with VoIP phone systems and conferencing technologies

· Experience with backup and disaster recovery solutions

· Ability to support audio/visual equipment for conference rooms and meetings

· Exposure to IT infrastructure projects, system migrations, or hardware refresh initiatives

· Experience working within IT-based service desk environments

· Strong organizational skills with the ability to prioritize competing technical requests

· Demonstrated ability to work independently and collaboratively across departments

· Bilingual communication skills are a plus

Working Conditions and Physical Requirements

· Onsite in Matthews, NC with ability to travel to our other sites as needed (California, Wisconsin, South Carolina)

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance