IT Support Technician

Description

Job Overview Summary

The IT Support I technician provides front-line support for technology issues within a security-focused organization, ensuring smooth operations of hardware, software, and network systems. This role is responsible for troubleshooting, assisting end-users, and maintaining IT assets to ensure high availability and functionality. Working within a security-regulated environment, the IT Support I technician must have a basic understanding of IT protocols and practices, with an emphasis on security and confidentiality.

• Technical Support:
  Provide first-level support for hardware, software, and network issues, responding to user inquiries and resolving basic technical problems.
• Troubleshooting & Issue Resolution:
  Diagnose and resolve issues with desktops, laptops, mobile devices, and peripheral equipment such as printers and scanners, escalating more complex issues to higher-level IT staff as needed.
• User Account Management:
  Assist with user account setups, password resets, and access permissions in alignment with security protocols and company policies.
• Hardware & Software Installation:
  Install and configure IT equipment, including computers, software applications, and security tools, ensuring adherence to company standards and licensing requirements.
• Network Connectivity Support:
  Provide basic support for network connectivity issues, helping users connect to the company’s network resources while following security protocols.
• Asset Management:
  Maintain an inventory of IT assets, tracking hardware and software usage and performing regular updates and maintenance to extend asset life cycles.
• Documentation:
  Document technical support activities, resolutions, and user requests in the help desk system for tracking and reporting purposes.
• Security Compliance:
  Adhere to IT security protocols, including the safe handling of confidential information, and report any security incidents or breaches in compliance with company policies.
• Training & Guidance:
  Provide basic training and assistance to end-users on the proper use of IT resources, including best practices for cybersecurity and data protection.
• Continuous Improvement:
  Identify opportunities to improve IT processes and contribute to team initiatives to enhance support services.
• Perform other job-related duties as assigned.

• Own It:
  Focus on excellence in everything you do and each interaction you have with all clients.
• Learn:
  Absorb the training. Make yourself an expert on our portfolio of solutions.
• Represent:
  Always understand that you are the face of the company to our customers.
• Diversity:
  Every project and service call are different so you must enjoy variety in your workday.
• Work as One Team:
  Work closely with Minuteman’s sales, management, and operations teams to best serve our customers.
• Find a way:
  Turn challenges into opportunities.
• Play To Win.

• A Sense of humor, creativity, and positive attitude.
• High school diploma or equivalent; an associate degree or IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus.
• 1-2 years of experience in an IT support or help desk role, preferably within the security industry or a related field.
• Basic knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common security software.
• Strong troubleshooting skills with the ability to resolve common technical issues.
• Familiarity with networking fundamentals (e.g., TCP/IP, Wi‑Fi connectivity).

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

The base salary range for this role is $46,400 - $70,700. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This…