IT Support (In House)

Responsibilities:

• Serve as the first point of contact for in-house IT support requests, resolving Level technical issues in a timely manner.
• Troubleshoot basic network connectivity issues including Wi-Fi, wired connections, and VPN, escalating to senior infrastructure staff for complex or site-level issues.
• Assist with onsite network hardware tasks such as cable management, switch port identification, and access point connectivity checks under the direction of the remote IT team.
• Troubleshoot Windows desktop/laptop issues including performance, connectivity, and application support.
• Provide support for Microsoft 365 services such as Outlook, Teams, OneDrive, and SharePoint.
• Assist with user account setup, access management, and password resets.
• Set up, configure, and deploy new employee hardware including laptops, peripherals, and mobile devices.
• Support onboarding/offboarding processes, ensuring proper device provisioning and account access.
• Manage basic IT inventory, equipment lifecycle tracking, and onsite hardware logistics.
• Document incidents, resolutions, and procedures within the ticketing system and knowledge base.
• Coordinate with remote IT teams or senior administrators to escalate infrastructure or security-related issues.
• Ensure a high-quality onsite support experience for employees and visitors.

Requirements:

• 3+ years of experience in an IT Support, Help Desk, or Desktop Support role.
• Associate’s or Bachelor’s degree in Information Technology or related field preferred (or equivalent experience).
• CCNA certification is mandatory; CCNP certification is a plus.
• Strong knowledge of Windows operating systems and end-user troubleshooting
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting in an enterprise environment
• Hands‑on experience with FortiGate setup & configuration, UniFi and NAS deployment and setup
• Basic working knowledge of AWS / GCP cloud services
• Ability to identify and escalate network connectivity issues, with familiarity reading basic network diagrams and understanding site topology
• Hands-on experience supporting Microsoft 365 applications and services
• Familiarity with Entra ID (Azure Active Directory) and identity/access workflows
• Ability to manage multiple tickets and prioritize effectively in a busy onsite environment
• Experience with device setup, imaging, and basic endpoint management
• Detail-oriented with strong documentation and follow-through habits
• Comfortable working independently while collaborating with distributed IT teams
• Professional, dependable, and proactive approach to problem-solving