IT Support Technician

You will work closely with our co-managed IT partner to deliver reliable day-to-day support while helping execute larger technology initiatives. This role serves as the on-site extension of our technology team, providing hands-on support, coordinating projects, and helping ensure technology aligns with business operations. As we grow, this role grows - there is a clear path for the right person to evolve into a more senior IT or systems analyst role.

Day-to-Day ResponsibilitiesSystem Health & Monitoring

• Perform daily checks to confirm servers, backups, and core business applications are online and functioning
• Validate data integrity after system restores or updates
• Monitor and proactively flag issues before they impact business operations

User Support & Account Management

• Provide first-line technical support across all four locations for desktops, laptops, mobile devices, printers, scanners, and phones
• Manage user accounts, software access, and system configurations
• Roll out and maintain multi-factor authentication (MFA) across all user accounts and systems
• Support onboarding and offboarding of employees from a technology standpoint

Hardware & Infrastructure

• Deploy, image, and track hardware inventory across locations
• Manage hardware lifecycle - document equipment age, condition, and replacement timelines
• Support network connectivity, cabling, and troubleshooting across all locations
• Standardize and upgrade endpoints as needs evolve (webcams, dual monitors, conference room setups, etc.)

Technology Projects & Upgrades

• Support the implementation of new technology platforms as they are introduced (ERP, dispatch/delivery software, POS, communication tools)
• Ensure new tools are properly set up, tested, and handed off before going live - no more plug-it-in-and-hope-it-works
• Participate in planning conversations with the MSP and leadership to understand what is coming and prepare for it
• Contribute to print management standardization and enforcement of existing tools already in place

Vendor Coordination & Documentation

• Coordinate with vendors and the MSP to escalate and resolve complex issues
• Create and maintain documentation, user guides, and process references to reduce repeat issues
• Communicate technology needs and status clearly to non-technical staff and leadership

• Hands-on experience troubleshooting Windows environments, networking, and end-user hardware
• Comfort working independently across multiple locations without day-to-day supervision
• Strong communication skills - you will be translating between technology and people who just need things to work
• A proactive mindset - you flag problems before they become emergencies
• Willingness to learn and grow as our technology stack evolves
• Experience with or exposure to: Active Directory / Microsoft 365, ticketing systems, print management, basic networking and cabling

Minimum technical certification or experience requirement of CompTIA A+.

• Competitive salary - range to be confirmed (see internal notes)
• Full-time, in-person position across our Wilmington-area locations
• Direct involvement in meaningful technology upgrades at a company in active growth mode
• Clear path to grow as the department scales
• Collaborative leadership team that is invested in getting technology right, * 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance