IT Support Technician

Job Description – IT Technician I (Level 1)

Position overview

Title: IT Technician I (Help Desk / Level 1 Support)

Department: Information Technology

Location: Decatur, Texas (on-site)

Type: Full-time, non-exempt

The IT Technician I is the first point of contact for employees at our Decatur headquarters and distribution operations. You will work the IT ticket queue, set up new hires, keep laptops, printers and phones running, and pass complex issues to senior IT staff with clear notes.

Key responsibilities

Help desk and ticket queue

• Work incoming requests our service management platform, including tickets created by email. Triage, prioritize, resolve or escalate them, and close each one with clear notes.
• Support staff in person, by phone, and remote session at our two offices and our offsite sales staff across the country.

Email security and phishing triage

• Review emails that employees report as suspicious. Help users determine if email is safe, and teach users how to spot phishing.
• Release or block messages held by the email security gateway, and add senders and domains to block lists under guidance from senior IT staff.

Microsoft 365 administration (Level 1)

• Manage distribution lists, shared mailboxes, mail forwarding for departed employees, email signatures and archive mailbox limits.
• Support Outlook, Teams, OneDrive, SharePoint and Office apps.
• Reset passwords, unlock accounts and re-enroll MFA when employees get new phones.

Endpoints, hardware and software

• Set up, repair, wipe and reimage Windows desktops and laptops, Macbooks, monitors, docks, webcams, scanners and point-of-sale iPads. Handle desk moves and new employee setup.
• Install, update and remove software, including endpoint protection agents. Manage devices in our remote monitoring and management (RMM) tool.

Printers and shipping hardware

• Troubleshoot office multifunction printers (Kyocera, Xerox) and Zebra label printers at warehouse shipping stations. Replace toner and label supplies, and coordinate vendor repairs.

Onboarding and offboarding

• Carry out the standard onboarding checklist: Active Directory account, mailbox, signature, distribution lists, licenses and application access.
• Image, configure and deliver workstations and peripherals for new hires, interns and sales reps.
• Handle offboarding promptly, often the same day: disable access, set up mail forwarding, and recover and wipe equipment.

Phones, A/V and facilities technology

• Manage SIP phone extensions, call routing, desk and softphone apps.
• Support conference room A/V, breakroom and marketing TVs, digital signage, and security camera access. Set up rooms for board meetings, showroom events and trade shows.

Network and infrastructure support

• Troubleshoot Wi-Fi, wired ethernet, VPN, and warehouse RF scanner connectivity.
• Help senior staff with backup jobs, Active Directory cleanup, server room checks and patching.

Documentation

• Keep IT knowledge base articles, asset records and onboarding checklists up to date.

Required qualifications

• High school diploma or GED.
• 1+ year of help desk or desktop support experience, or an equivalent combination of IT coursework, internship and hands-on work.
• Working knowledge of Windows 11, Microsoft 365 and Outlook troubleshooting.
• Can recognize phishing and suspicious email, and explain the risk to non-technical coworkers.
• Comfortable with basic hardware tasks: imaging, swapping parts, connecting monitors and docks, and installing printers.
• Basic networking knowledge (IP addressing, DHCP, DNS, Wi-Fi vs. wired troubleshooting).
• Experience working from a ticketing system and writing clear ticket notes.
• Strong customer service skills and patience with users at every technical level.
• Valid driver's license and reliable transportation for occasional trips between company sites.

Preferred qualifications

• CompTIA A+; Network+ or Security+ a plus. Microsoft 365 Fundamentals (MS-900) or Modern Desktop certification a plus.

Working conditions

• On-site, Monday through Friday, during standard business hours. You may occasionally work after hours for maintenance windows or critical issues.
• Work happens in offices, conference rooms, the warehouse and shipping areas, and a server room.
• Must be able to lift and carry up to 50 lbs (monitors, printers, TVs and equipment boxes). Must be able to climb ladders, work under desks, and stand or walk for long periods.
• Occasional travel to other company sites required.

Job Type: Full-time

Work Location: In person