IT Support Technician

Express Employment Professionals is partnering with a local organization to hire an IT Production Support Technician. This role plays a key part in supporting and enhancing technology systems by contributing to the development of new functionality and improving existing solutions. The technician will serve as a liaison between the outsourced Service Desk, Production Support Team, and Infrastructure Team, while also acting as a backup escalation point for technical support., * Serve as a Tier 2 escalation point for the outsourced Service Desk.

• Lead and coordinate Production Support projects and initiatives.
• Troubleshoot and resolve routine technical issues across hardware, software, and third-party applications.
• Act as backup to the Production Support Manager.
• Develop, maintain, and improve documentation standards related to infrastructure, service desk processes, and system development.
• Identify and implement system improvements to enhance performance, security, reliability, scalability, and functionality.
• Deliver technical support via phone, in-person, and online channels, ensuring accurate documentation of incidents.
• Maintain working knowledge of all applications to assist employees or route issues appropriately.
• Collaborate with stakeholders and third-party vendors to ensure service expectations are met and procedures are followed.
• Stay current on hardware, software, and third-party technologies used within the organization.
• Provide technical guidance, mentorship, and training to the Service Desk team, and assist in developing policies and procedures.
• Manage workstation deployment and maintenance.
• Oversee inventory management of IT peripherals and equipment.
• Assist with decommissioning outdated hardware and software.
• Provide on-site (“remote hands”) support for vendors and the Infrastructure Team.
• Monitor systems, alerts, and logs; create tickets and coordinate with vendors as needed.

Do you have experience in Team development?, Do you have a Associate’s degree?, * Associate degree in Information Technology or related field, or equivalent work experience (2+ years).

• Strong proficiency in Microsoft Office Suite / Office 365 (Excel, Word, etc.).
• CompTIA certification preferred.
• Minimum of 2 years of technical customer service or help desk experience.
• Working knowledge of:
• Enterprise-level hardware
• IT peripherals and device support
• Basic VoIP phone systems
• Building infrastructure systems
• Ticketing systems and service management tools