IT Support Technician

IT Support Technician (Endpoint Services) Position Summary

The IT Support Technician is responsible for supporting and managing end-user technology equipment across the organization. Responsibilities include procurement, preparation, imaging, deployment, maintenance, patching, inventory management, troubleshooting, and lifecycle support of end-user devices. This role works closely with Human Resources, Help Desk, and business units to ensure employees receive timely and effective technology support throughout the lifecycle of their equipment. The IT Support Technician will assist in maintaining regulatory compliance, supporting cybersecurity initiatives, documenting processes, and ensuring technology solutions align with business needs.

Candidates must be authorized to work in the United States without current or future sponsorship requirements.

No third-party agencies, C2C arrangements, or subcontractors will be considered for this position.

End User Equipment & Support

• Support and maintain the organization's end-user technology fleet, including laptops, thin clients, multifunction devices, and peripherals.
• Prepare, image, configure, stage, and deploy equipment for new hires and replacement requests.
• Troubleshoot and resolve endpoint hardware, software, configuration, and deployment issues.
• Receive, assess, wipe, re-image, and redeploy equipment returned from separated employees or equipment refreshes.
• Maintain accurate asset inventory records, including device ownership, configuration details, and patch status.
• Provide remote and onsite support for endpoint-related issues as needed.
• Maintain end-user equipment life cycles to ensure vendor support, security compliance, and operational effectiveness.

Endpoint Management & Patching

• Administer and maintain endpoint imaging solutions for both onsite and remote users.
• Manage Microsoft, Apple, and third-party software patch deployment processes.
• Support operating system updates and endpoint security compliance initiatives.
• Track patching activities and escalate exceptions to established policies and procedures.
• Assist with endpoint monitoring, reporting, and performance management.

Inventory & Procurement

• Procure end-user equipment using competitive pricing analysis across approved vendors.
• Monitor inventory levels and coordinate replenishment activities.
• Reconcile inventory records, equipment deployments, and departmental billing.
• Maintain reporting related to equipment purchases, deployments, retirements, and shipping costs.
• Identify opportunities to improve operational efficiency and reduce equipment-related expenses.

Compliance & Documentation

• Administer compliant device disposal, storage media destruction, and recycling processes.
• Ensure compliance with information security, cybersecurity, and regulatory requirements.
• Document procedures, support processes, and technical standards.
• Assist with audits, risk assessments, business continuity planning, disaster recovery activities, and vendor reviews.
• Cross-train team members and contribute to knowledge-sharing initiatives.

Team & Project Support

• Collaborate with Help Desk, HR, vendors, and business units to support employee technology needs.
• Assist with technology projects, upgrades, deployments, and process improvements.
• Provide support for escalated endpoint-related issues.
• Perform additional duties and special projects as assigned.

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 4+ years of IT support, endpoint support, desktop support, or systems support experience required.
• Experience supporting endpoint provisioning, imaging, deployment, and lifecycle management.
• Experience supporting Microsoft Windows and Apple operating systems.
• Experience with remote support, endpoint management, asset tracking, and inventory systems.
• Experience supporting virtual desktop and cloud workstation environments.
• Experience working in a regulated industry preferred.
• Project participation or project management experience preferred.

• Endpoint provisioning, deployment, and lifecycle management
• Windows and macOS administration and support
• Device imaging and deployment tools
• Endpoint patch management and software deployment
• Remote support and troubleshooting tools
• Hardware and software diagnostics
• Asset management and inventory tracking
• Microsoft 365 and endpoint administration
• Cloud and virtual desktop technologies
• Documentation and process improvement
• Basic networking and systems troubleshooting

• Strong customer service and end-user support mindset.
• Excellent troubleshooting and problem-solving abilities.
• Highly organized with strong attention to detail.
• Ability to manage multiple priorities and deadlines.
• Strong written and verbal communication skills.
• Self-motivated and able to work independently.
• Collaborative team player with a proactive approach.
• Ability to maintain confidentiality and handle sensitive information.
• Demonstrated accountability and ownership of…