IT Support Technician

The IT Support Technician is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees., Support and Service Delivery

• Provide technical support to non-technical end users
• Track all IT incidents and requests in the IT Service Management (ITSM) platform, meeting or exceeding established SLAs and KPIs for incidents, requests, and project assignments.
• Analyze and research solutions to complex incidents and drive them to resolution; escalate to the IT supervisor or lead only when resolution exceeds IT Support Technician scope.

Systems and Infrastructure

• Install, configure, and test hardware and software on new and existing devices in accordance with company standards.
• Lead maintenance, implementation, and troubleshooting initiatives for IT hardware and software.
• Administer user accounts and access changes across core IT platforms, including Active Directory, Microsoft 365 Admin Center, Microsoft Azure, and Mobile Device Management (MDM) systems.
• Support the configuration and ongoing management of endpoint security protocols and mitigations.
• Support IT asset management by tracking equipment from deployment through refresh, replace, and secure disposal, keeping inventory records detailed and up to date.

Documentation, Training, and Mentorship

• Document processes, procedures, and technical issues to build and maintain the IT knowledge base and technician training guides.
• Assist with IT-related aspects of new hire onboarding, including device setup, account provisioning, and orientation to company systems.

General

• Participate in the on-call rotation for outages and after-hours support.
• Perform other duties as assigned.

• 5+ years of IT support experience
• Bachelor of Science in Information Technology, or an equivalent combination of education and work experience.

Required Certifications

• ITIL v4 Foundation Certification, or equivalent demonstrated experience.
• CompTIA A+ Certification, or equivalent demonstrated experience.

Technical Skills

• Strong hands-on experience with Active Directory, Group Policy, Microsoft Windows operating systems, and Microsoft 365 applications.
• Working knowledge of TCP/IP networking, computer hardware, and peripherals.
• Experience administering Windows Server and VMware environments.
• Experience supporting Microsoft SharePoint and cloud storage platforms.
• Experience with Mobile Device Management (MDM) and the support of Android and iOS phones and tablets.
• Working understanding of cybersecurity fundamentals and endpoint security best practices.
• Experience configuring and administering ITSM ticketing systems, with a solid grasp of Problem Management and IT Asset Management.

Professional Skills

• Proactive, top-notch problem-solving, troubleshooting, and analytical skills.
• Excellent time, priority, and task management in a fast-paced, quickly changing environment.
• Excellent written and verbal communication skills, with the ability to interact effectively with end users, peers, and leadership.
• High emotional intelligence and operational leadership presence.
• Ability to follow, create, and continuously improve defined processes and procedures.
• Ability to work independently with limited supervision beyond the first 90 days.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.
• Ability to travel to various divisions and worksites as needed.

This is a full-time, non-exempt position with benefits. Standard schedule is Monday through Friday, eight-hour shifts, with hours that may vary according to business needs. Local travel is expected and occasional long-distance travel may be required. Participation in the on-call team rotation for outages is a requirement of this position.

This position will report to HB Global, LLC, a subsidiary of HB Global.

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