IT Support Technician

The IT Support Technician is responsible for delivering advanced

technical support and coordinating IT service operations across the organization. This role

requires the exercise of independent judgment and discretion in evaluating, prioritizing,

and resolving technical issues, as well as in managing support workflows and device

lifecycle operations.

The position operates with a high degree of autonomy and contributes to the development,

improvement, and implementation of IT processes, systems, and service delivery

standards that directly impact organizational eBiciency and continuity.

This role works directly with the Helpdesk Coordinator and serves as the first level of

escalation for technical issues requiring advanced troubleshooting and resolution., Technical Support & Problem Resolution

• Diagnose, analyze, and resolve complex technical issues across hardware,

software, network, and cloud-based systems.

• Independently determine appropriate solutions, escalation paths, and resource

allocation based on issue impact and urgency.

• Provide advanced Tier 1 and Tier 2 support for desktops, mobile devices, classroom

technology, and enterprise applications.

Helpdesk Operations & Service Management

• Help guide daily helpdesk operations, including triage, prioritization, and workflow

management.

• Help evaluate incoming requests and exercise discretion in assigning, escalating, or

resolving issues.

• Help monitor service performance metrics and implement adjustments to improve

eBiciency and service quality.

• Help identify systemic issues and develop solutions to reduce recurring incidents

and improve support outcomes.Device Fleet & Asset Lifecycle Management

• Lead the operational management of a large-scale device fleet (600+ systems),

including deployment strategy, maintenance standards, and lifecycle planning.

• Continue to establish and refine processes for imaging, patching, asset tracking,

and device allocation.

• Make independent decisions regarding repair vs. replacement, prioritization of

resources, and deployment logistics.

Systems Administration & Access Control

• Work with Systems Administrator to manage user accounts, permissions, and

access controls across enterprise platforms (Active Directory, Azure AD, OBice

365).

• Evaluate access requirements and enforce appropriate security and compliance

measures.

• Contribute to identity and access management strategies and improvements.

Infrastructure & Environment Support

• Support and assist in the administration of network and infrastructure systems

including switches, firewalls, and wireless environments.

• Participate in system upgrades, deployments, and maintenance planning.
• Collaborate with senior IT staB on infrastructure improvements and operational

strategy.

Cybersecurity & Risk Mitigation

• Collaborate with Network Administrator to Identify potential security risks and take

appropriate action to mitigate threats.

• Support and enforce endpoint security, patch management, and data protection

standards. Exercise judgment in responding to security incidents and escalating as needed.

Process Development & Continuous Improvement

• Develop, document, and refine IT support processes, workflows, and standards.
• Analyze trends and operational data to recommend and implement improvements.
• Contribute to long-term improvements in IT service delivery and system reliability.

Project & Strategic Support

• Participate in evaluation, design, and implementation of new technologies and

solutions.

• Provide input on technical decisions that impact operational eBiciency and user

experience.

• Support IT initiatives that align with organizational goals and future growth.

• Help desk/IT Support: 2 years (Required)

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Paid time off
• Vision insurance