IT Tech Support

POSITION SUMMARY

The IT Tech Support role is part of the VTech/Leap Frog IT team providing daily support with a wide range of technical issues and holds responsibility for the operation, maintenance and repairs of systems, hardware, software and related infrastructures. Supporting users by phone, email, in-person or remotely, this role will also perform hardware diagnostics, upgrades and repairs as well as respond to issues related to network access and software functionality.

• Provide timely technical assistance for issues related to hardware, software, computer systems and general office equipment for local and remote users
• Manage deployment and configuration of new computers, including the installation of operating systems, applications, drivers, and departmental system configuration settings
• Diagnose root cause of technical problems, implementing solutions to prevent recurrence.
• Perform patch management using Manage Engine Endpoint Central and InTune and auditing on routine basis
• Document help desk submissions, activity, steps taken and resolution, escalating to other team members as necessary. Compile help desk summaries, trends and recommendations as needed.
• Software & license auditing
• Test, configure, and evaluate new software packages as requested
• Support MS Office and Adobe products as well as support Active Directory domains.
• Microsoft 365 Administration of Exchange, Entra, SharePoint, Teams, etc.
• Collaborate through communication and teamwork with co-workers, management, clients and others in a courteous, and professional manner
• Exercise sound business judgment
• Work independently and collaboratively and manage time effectively in order to meet changing deadlines and priorities
• Treat all employees, guests and customers and others affiliated with our business with respect
• Conform and abide by all laws, regulations, policies, work procedures, instructions and VTech's Rules of Engagement
• Conform with all safety rules and use all appropriate safety equipment
• Other duties as needed or required

• Must have in depth knowledge of Microsoft Windows Client environment and Microsoft Office 365.
• Must have a strong understanding of Active Directory design, Schema, OU design, AD replication topology, and DC backup/restore procedures.
• Ability to work in a Microsoft Windows Server environment including file permissions and client to server application relationships.
• Have excellent working knowledge of DNS, DHCP, GPO's, message tracking and performance monitoring.
• Experience with Batch/Power Shell Scripting.
• Experience and knowledge in fundamental networking principles (TCP/IP, DNS, DHCP, SMTP, SNMP) and Cisco/Meraki networking equipment.
• Experience with CoPilot a plus.
• Experience with virtualization a plus.
• Knowledge of Linux/MacOS a plus.
• Excellent communication skills and customer service skills.
• Able to support remote sites.

• 3–5 years of progressively responsible experience delivering end-user support and administering client-side infrastructure.
• Bachelor's degree in Computer Science, Information Technology or a related field; or any combination of experience and education that provides the necessary skills, knowledge and ability to perform essential functions of this role.

This position has no management/supervisory responsibilities.

Duties are primarily performed in an office environment, although hybrid work is allowed as appropriate. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

This is a full-time position, 40 hours per week, Monday through Friday. Core hours will be set between employee and manager and will be based on business needs. Occasional evening and weekend work may be required as job duties demand.

Travel is primarily local during the business day, although out-of-the-area and overnight travel may be expected 5% of the time.

The US base salary range for this full-time position is $65,000-$77,500 + bonus potential + excellent benefits. Our salary ranges are determined by role, level, and…