IT Support Technician

The IT Support Technician is responsible for providing front-line technical support by responding to user requests and resolving computer, application, access, and performance issues. This position is responsible for software installations and managing user access.

• Respond to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues
• Utilize product information or solution database to research, troubleshoot, and deliver solutions
• Advise users on the methods, steps, and action to resolve and avoid future issues and provides documentation as needed
• Escalate problems to the appropriate levels or teams to achieve issue resolution
• Support installs or upgrades of software or devices, set up user profiles, or reset passwords
• Maintain accurate records of issues, solutions, and processes in the ticketing system
• Prepare user guides and instructions for common problems or procedures
• Configure, monitor, and troubleshoot network systems to ensure optimal performance and security
• Assist with basic network connectivity issues (Wi‑Fi, VPN, printers, shared drives)
• Assist with routine maintenance activities such as updates, patches, and backups
• Other duties as assigned
• Job duties or responsibilities may change at any time, with or without notice.

• Ability to work in a goal‑oriented team environment.
• Ability to work independently and be a self‑starter.
• Demonstrated ability to manage multiple priorities and projects simultaneously.
• Strong attention to detail.
• Excellent analytical skills.
• Strong desire to succeed and possess a positive work attitude.
• Exceptional written, verbal, and interpersonal communications and presentation skills.
• Excellent analytical skills.

• Must be able to move from stationary position to bending, lifting, squatting, and reaching positions on a continual basis. Must be able to twist and turn on a continual basis.
• Must be able to use computer keyboard and company software programs.
• Generally Monday through Friday. Additional and varied hours as needed.
• Ability to support after normal work hours if needed. Some travel may be required