Information Technology Support Technician

IT Support Technician - Job Summary

The IT Support Technician provides Tier 1 and Tier 2 technical support to end users, resolving hardware, software, and basic network issues in a professional enterprise environment. This role is ideal for an IT professional with 1-2 years of hands-on experience who has progressed beyond entry-level support and is looking to develop deeper technical and operational skills.

The technician will provide exceptional customer service while supporting desktop systems, user accounts, collaboration tools, mobile devices, and basic infrastructure services. The role requires strong troubleshooting abilities, attention to detail, and a willingness to continuously learn new technologies.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, email, chat, remote tools, and in person
• Troubleshoot and resolve hardware and software issues involving desktops, laptops, printers, mobile devices, and peripherals
• Install, configure, and maintain Windows and macOS operating systems and enterprise applications
• Create, modify, and manage user accounts, permissions, and access using Active Directory and Microsoft 365
• Document incidents, service requests, troubleshooting steps, and resolutions within the ticketing system (e.g., ServiceNow)
• Escalate complex issues to senior IT staff or third-party vendors when appropriate
• Perform routine endpoint maintenance, software deployments, patching, and updates
• Support basic network troubleshooting, including Wi-Fi, VPN, DNS, DHCP, and connectivity issues
• Assist with employee onboarding and offboarding activities, including device provisioning, imaging, asset management, and shipping
• Provide technical support for conference rooms, meeting room technology, and collaboration platforms, including Microsoft Teams and Zoom
• Maintain accurate IT asset inventory and documentation
• Develop and update knowledge base articles, troubleshooting guides, and standard operating procedures.
• Assist with IT projects, technology rollouts, and office technology initiatives as assigned.
• Provide support to VIP and executive users under the guidance of senior team members
• Assist the Facilities and Audits team with audits, documentation, and related activities as needed.
• Provide onsite technical support at client locations as business needs require.

Required Skills & Qualifications

• 1-2 years of hands-on IT support experience in a professional environment
• Strong understanding of computer hardware, software, and operating systems
• Experience supporting Microsoft 365 applications and services
• Familiarity with Active Directory user administration and access management
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity
• Experience working with ticketing systems such as ServiceNow or similar platforms
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication and customer service abilities
• Ability to work independently while collaborating effectively with team members
• Strong organizational skills and attention to detail

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience
• CompTIA A+, Network+, Microsoft, or similar industry certifications
• Experience with endpoint management tools such as Intune, Datto RMM
• Exposure to cloud-based and hybrid IT environments
• Experience supporting conference room technology and collaboration tools
• Basic scripting or automation experience (PowerShell preferred)

Working Conditions

• Onsite office environment with occasional remote support responsibilities
• May require occasional after-hours or weekend support
• Ability to lift and move IT equipment as needed up to 60 pounds
• May require up to 10% travel to other office locations

Key Performance Indicators (KPIs)

• Ticket resolution and SLA compliance
• Customer Satisfaction (CSAT) scores
• Quality and completeness of ticket documentation
• Timeliness of onboarding and offboarding activities
• Accuracy of asset management and inventory tracking

Soft Skills

• Strong customer-first mindset
• Professionalism and patience when supporting non-technical users
• Effective communication skills, both verbal and written
• Ability to prioritize work in a fast-paced environment
• Collaborative team player
• Continuous learning mindset and adaptability to new technologies