IT Support Technician

The IT Support Technician is the first point of contact for end users requiring technical assistance. This role provides support for hardware, software, and network-related issues, ensuring timely resolution and maintaining high levels of user satisfaction. This is an entry-level position. The ideal candidate will have strong customer service skills, a willingness to learn, attention to detail, and the ability to follow processes.

• Respond to help desk tickets, phone calls, and emails in a timely manner
• Diagnose and troubleshoot hardware, software, and network issues
• Provide remote and in-person technical support to end users
• Install, configure, and maintain desktops, laptops, printers, and peripherals
• Document issues, troubleshooting steps, and resolutions in the ticketing system
• Escalate complex issues to Tier 1/2 support or system administrators as needed
• Assist with onboarding/offboarding by provisioning and configuring user equipment
• Maintain inventory of IT assets and equipment
• Create and update knowledge base articles and user guides
• Follow up with users to ensure issues are fully resolved
• Special projects assigned by supervisor
• Accurately make independent decisions on product disposition
• Trouble shoot various problems and develop corrective action to prevent reoccurrence
• Adhere and monitor SOP
• Understand/ learn the nature and functionality of the products being handled
• Effectively communicate and notify supervisor when there are functional or cosmetic discrepancies
• Must be able to accurately input all required data into the manufacturing database
• Complete other duties as assigned by leadership

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong troubleshooting and problem-solving skills
• Basic familiarity with Windows computers and Microsoft 365
• Excellent communication and customer service skills
• Ability to explain technical concepts to non-technical users
• Strong attention to detail and documentation practices
• Willingness to learn, reliability, professionalism, and patience with users
• Ability to lift/move computers, printers, monitors, or crawl under desks
• Occasional after hours and overtime will be required
• Be able to tackle tasks without being prompted, self-starter
• Excellent communication skills both verbal and written
• Cross-functional team builder/player with high levels of professionalism, integrity, and enthusiasm
• Must be able to work accurately and efficiently in a fast work environment that has the potential to change due to regulatory and business needs
• Need to be detail oriented and highly organized with the ability to multi-task
• Experience working independently with little supervision

Preferred:

• Associate or bachelor’s degree in IT, Computer Science, or related field
• Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals
• Prior experience in technical support or customer service role
• Basic networking (VPN, Wi‑Fi, LAN)
• Basic understanding of Active Directory and user account management
• Familiarity with ticketing systems (e.g., Service Now, Zendesk, KACE)

Must have excellent communication skills; reading, writing and listening. Ability to read, analyze, and interpret blueprints. Ability to write and read spreadsheets.

This position requires various reasoning abilities to be successful such as:

• Ability to collect and document data
• Ability to follow written and oral instructions
• Ability to perform complex and varied tasks
• Ability to perform simple, repetitive tasks for an extended period of time

Required knowledge of MS Excel and MS Word using MS Windows platform. MS PowerPoint and MS Access experience a plus.

This position does not require travel.

Attendance is an essential job requirement defined as having regular, consistent, reliable, punctual and predictable attendance including…