IT Support Technician

Reports To
:
Director Infrastructure & End User Technology

yWe are seeking an experienced IT Support Technician, Level 1–2 to provide hands‑on technical support in a fast‑paced environment. This role supports day‑to‑day IT operations by troubleshooting end‑user devices, peripherals, applications, and basic network issues while ensuring timely resolution of incidents and service requests

. The ideal candidate is customer‑focused, technically strong, and comfortable working directly with users in an operational environment where responsiveness, ownership, and clear communication are critica

• to)
  Provide on‑site Level 1–2 support for end users, workstations, laptops, mobile devices, printers, scanners, and related periphera
• ls.
  
  Troubleshoot hardware, software, Microsoft 365, operating system, connectivity, and basic network issu
• es.
  
  Support warehouse and shop‑floor technology, including shared workstations, barcode scanners, label printers, RF devices, tablets, and related equipme
• nt.
  
  Install, configure, move, ship, receive, replace, image, and decommission IT equipment as requir
• ed.
  
  Log, prioritize, update, and resolve tickets in accordance with established SL
• As.Escalate complex issues as needed while maintaining ownership and user communication through resoluti
• on.
  
  Support onboarding, offboarding, asset management, documentation, and equipment lifecycle activiti
• es.
  
  Follow IT security policies, operational standards, and data‑handling procedur
• es.
  
  Participate in site IT projects, equipment refreshes, relocations, and continuous improvement initiativ
• es.
  
  Participate in a rotating on‑call schedule to support urgent business needs outside regular hou

• cies Customer Service Orienta
• tion Technical trouble shoo
• ting Ownership and accountabi
• lity Strong communication skills with both technical and non‑technical us
• ers.
  
  Prioritization and time manage
• ment Adaptability in a fast‑paced environ
• ment
  
  Team collabora
• tail Strong communication skills with technical and non‑technical us
• ers.
  
  Ability to work independently, prioritize tasks, and drive issues to resolut

• tions3–5 years of experience in Level 1–2 IT support within a business environ
• ment.
  
  Strong Windows, end‑user device, peripheral, and standard application troubleshooting sk
• ills.
  
  Experience supporting Microsoft 365 applications, including Outlook, Teams, One Drive, SharePoint, and Of
• fice.
  
  Experience with ticketing systems and SLA-based support proce
• sses.
  
  Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi‑Fi, VPN, and connectivity trouble shoo
• ting.
  
  Ability to work on‑site 5 days per
• week.
  
  Ability to lift and move IT equipment weighing 50 lbs. or

• tions Experience with barcode scanners, RF devices, label printers, rugged tablets, time clocks, or production‑floor sy
• stems.
  
  Basic knowledge of Active Directory, Microsoft Entra , Intune, or endpoint management
• tools.
  
  Experience with PC imaging, hardware refreshes, asset tracking, and equipment lifecycle proc