Mid-Level IT Support Technician

We are seeking a proactive and skilled Mid-Level IT Support Technician to join our dynamic IT team. In this role, you will be the frontline of technical assistance, providing essential support to ensure our clients technology infrastructure runs smoothly. This position is ideal for someone with strong hands-on troubleshooting skills who is comfortable supporting users, managing Windows environments, and resolving a wide range of hardware, software, network, and Microsoft 365 issues.

The ideal candidate can independently troubleshoot problems from start to finish, communicate professionally with users, document their work, and escalate more complex issues when appropriate.

Duties

• Provide technical support for desktop computers, laptops, mobile devices, and peripherals, ensuring quick resolution of hardware and software issues.
• Troubleshoot network connectivity problems, including LAN (Local Area Network), VPN (Virtual Private Network), DNS (Domain Name System), TCP/IP protocols, and firewall configurations.
• Assist users with operating systems such as Windows, macOS, Linux, and Microsoft Windows Server environments.
• Manage help desk tickets efficiently using help desk systems, documenting issues and resolutions clearly for future reference.
• Support Active Directory management tasks such as user account creation, password resets, and permissions adjustments.
• Conduct equipment troubleshooting and repairs for computer hardware and peripherals to minimize downtime.
• Collaborate with team members on complex technical troubleshooting support involving network issues, hardware failures, or software conflicts.

• 3+ years of professional IT support or help desk experience required.
• Strong knowledge of Windows 10 and Windows 11, Windows Server, macOS, Linus, and mobile devices.
• Hands-on experience supporting Microsoft 365 environments.
• Experience with Microsoft Entra ID / Azure AD and Active Directory.
• Strong understanding of computer networking concepts including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, firewalls, and TCP protocols.
• Proven experience in IT support roles with a focus on desktop support, network troubleshooting, and hardware/software diagnostics.
• Familiarity with help desk systems and customer support ticket management processes.
• Knowledge of Active Directory management and user account administration.
• Ability to troubleshoot equipment issues related to hardware components such as hard drives, memory modules, motherboards, and peripherals.
• Excellent communication skills to effectively assist users with varying levels of technical expertise.
• Analysis skills to diagnose problems quickly and implement effective solutions efficiently.
• Strong organizational skills to manage multiple requests simultaneously while maintaining high-quality service delivery.

The right candidate is dependable, organized, security-conscious, and understands that good IT support requires both strong technical skills and excellent communication.