IT Technical Support Specialist

Hours:

Mo-Fri 8-5 (some after-hours may be required)

The IT Support Technician is 1

Vision's on-site technology support in Denver and a first-line support resource for employees at every 1

Vision location. This role resolves user, device, printer, and access issues in person in Denver and remotely for Houston, Jackson, Louisville, and other sites, and carries out hands‑on work such as network cabling, security cameras, door access badges, and new-hire setup. The position reports to the Vice President of Information Technology and works alongside the Systems Administrators, escalating issues beyond first- and second-line scope with a clear diagnosis

• Receive, triage, resolve, and document incidents and service requests in Fresh service, keeping users informed and turning repeat fixes into knowledge articles.
• Support employees in person in Denver
  and remotely at all other 1
  
  Vision locations by phone, Microsoft Teams, and remote-support tools, sharing the support queue with the Systems Administrators.
• Set up, image, deploy, track, and maintain Windows laptops, desktops, monitors, docks, and mobile devices enrolled in Microsoft Intune with encryption and endpoint protection, and prepare retired equipment for secure disposal.
• Carry out onboarding and offboarding for new hires, transfers, and departures, including accounts, licenses, devices, and building badges, against approved HR requests and within required time frames.
• Handle account and access requests in Active Directory, Entra , and Microsoft 365, including password resets, multifactor authentication, groups, mailboxes, and Teams, acting only on approved requests.
• Troubleshoot and maintain office and production printers, scanners, label printers, plotters, and print queues, and coordinate vendor service and supplies.
• Provide first-line support for production and business systems such as Business Central and Heidelberg Prinect, escalating application issues to the system owner.
• Install, configure, and maintain Uni Fi security cameras, and retrieve recorded footage for approved requests.
• Administer Uni Fi door access, including issuing and revoking badges on approved request.
• Run, terminate, test, label, and document low‑voltage network cabling, and connect devices to switches and wireless access points.
• Troubleshoot network, Wi‑Fi, VPN, and virtual desktop connectivity, and elevate infrastructure problems to the Systems Administrators with the steps already taken.
• Assist the Systems Administrators with patching, backup checks, and server and network maintenance, including scheduled after‑hours maintenance windows.
• Perform other duties as assigned by management.

• At least one year of help desk, desktop support, or IT field technician experience, or equivalent technical training with hands‑on practice.
• Hands‑on troubleshooting of Windows 10 and 11 computers, printers, and common peripherals.
• Working knowledge of Microsoft 365, including Outlook and Exchange Online, Teams, One Drive, and SharePoint, and of user and group administration in Active Directory or Entra .
• Networking fundamentals, including TCP/IP, DHCP, DNS, Wi‑Fi, and VPN, and the ability to run, terminate, and test Cat5e and Cat6 cable.
• Experience working tickets in a help desk or IT service management system and writing clear ticket notes.
• Clear, patient communication with non-technical users in person, by phone, and in Microsoft Teams.
• Ability to manage several open issues at once, prioritize by business impact, and work with limited supervision.
• Ability to follow security and change procedures, including acting only on approved access requests.