IT Support Technician

The IT Support Technician provides first-line technical support to employees across the company, helping keep systems, equipment, and daily operations running smoothly. This role manages a high volume of IT support requests, troubleshoots hardware, software, network, and account issues, and administers user accounts and access across Microsoft 365 and the company ERP system. The technician also maintains IT equipment and asset records and supports system and facility security in accordance with company requirements.

What You’ll Do:

• Manage a high volume of IT support requests through Autotask, phone, email, and messaging platforms. Prioritize requests, respond promptly, and work toward established response times.
• Troubleshoot, maintain, and repair computers, printers, cameras, peripherals, network devices, and other IT hardware and software.
• Provide end-user support for Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, and Teams, as well as PDF editing tools. Assist with basic usage, formatting, formulas, and common software questions.
• Create and manage user accounts, permissions, and access across Active Directory/Microsoft Entra ID, Exchange, and the company ERP system, including employee onboarding and offboarding.
• Provide basic ERP account and access administration. End-user ERP training and advanced ERP reporting are outside the scope of this role.
• Support building and system security, including cameras, building access systems, alarms, network access, endpoint security, and ERP access controls.
• Maintain accurate hardware and software inventory records and asset logs.
• Perform scheduled preventive maintenance on IT hardware and software in accordance with established procedures.
• Learn and follow established IT procedures, standard operating procedures (SOPs), and work instructions, including requirements for IT systems, security, and access management.
• Provide friendly, responsive support to employees, adapting to changing priorities and helping resolve technical issues with minimal disruption to their work.
• Additional duties may be assigned by the supervisor or department manager.

• High school diploma or equivalent.
• 1-3 years of IT support or help desk experience.
• Experience using an IT ticketing system.

• Strong proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams, as well as PDF editing tools.

• Working knowledge of Active Directory, Microsoft Azure/Microsoft Entra ID, Exchange, and Microsoft Defender.
• Basic understanding of ERP systems, including the ability to independently create user accounts and manage access.
• Ability to troubleshoot common hardware, software, peripheral, and network issues independently, with limited guidance.
• Strong customer service, communication, and problem-solving skills, with a friendly, helpful approach to supporting employees.
• Strong organizational and prioritization skills, with the ability to manage competing requests and respond promptly to employee needs.

Bonus Points If You Have:

• Experience with Autotask or a similar professional services automation (PSA) or IT ticketing platform.
• Familiarity with AI tools such as Microsoft Copilot, ChatGPT, or Claude.
• Relevant certifications, such as CompTIA A+, CompTIA Network+, or Microsoft 365 certifications.

Established in 1971, ISC began building custom power cables & assemblies for Gateway, Kingston, and Xerox. With over 50 years of manufacturing experience, ISC is capable of meeting tight deadlines and changing forecasts while maintaining quality. Our products are in use worldwide in commercial and military aircraft, lifesaving medical devices, weapon systems, inflight entertainment, power systems, and countless commercial, industrial & computer applications. Our facility is environmentally controlled, engineered for manufacturing flexibility, includes dedicated assembly labs for isolated program management, and a cleanroom facility. With dedicated professionals and assemblers regularly operating two full shifts, ISC operates with the most current high-speed tooling, material handling, and test equipment.