IT Technician

IT Technician

Position Summary

The IT Technician is responsible for providing technical support and maintaining the organization's computer systems, networks, hardware, and software. This role ensures that employees have reliable technology resources to perform their jobs efficiently. The IT Technician troubleshoots technical issues, installs and configures equipment, manages user accounts, and supports ongoing IT operations.

Key Responsibilities

Technical Support

• Provide first and second-level technical support to end users.
• Diagnose and resolve hardware, software, network, and system issues.
• Respond to help desk tickets, phone calls, and email requests in a timely manner.
• Escalate complex technical issues when necessary.

Hardware & Software Management

• Install, configure, and deploy desktops, laptops, printers, mobile devices, and peripherals.
• Perform software installations, updates, and patches.
• Maintain inventory of IT equipment and software licenses.
• Coordinate hardware replacements and upgrades.

Network & Systems Support

• Assist with the maintenance of local area networks (LAN), wireless networks, and internet connectivity.
• Monitor system performance and troubleshoot connectivity issues.
• Support Microsoft 365, Active Directory, and other business applications.
• Perform routine system maintenance and updates.

Security & Compliance

• Create, modify, and disable user accounts and permissions.
• Follow cybersecurity best practices and company security policies.
• Assist with antivirus, endpoint protection, and patch management.
• Report and document security incidents and vulnerabilities.

Documentation & Training

• Maintain accurate records of support requests and resolutions.
• Develop and update technical documentation and user guides.
• Provide basic technology training and guidance to employees.
• Assist with IT projects and technology rollouts.

Required Qualifications

• High school diploma or equivalent.
• 1-3 years of IT support experience.
• Knowledge of Windows operating systems and Microsoft 365.
• Experience troubleshooting desktop, laptop, and printer issues.
• Familiarity with networking concepts including TCP/IP, DNS, DHCP, and VPNs.
• Strong problem-solving and customer service skills.
• Excellent verbal and written communication abilities.

Preferred Qualifications

• CompTIA A+, Network+, or Security+.
• Experience with Active Directory, Azure Active Directory, and Intune.
• Knowledge of endpoint management and cybersecurity best practices.
• Experience supporting enterprise environments and ticketing systems.

Skills & Competencies

• Technical troubleshooting
• Customer service orientation
• Time management
• Attention to detail
• Team collaboration
• Documentation and reporting
• Analytical thinking
• Adaptability and continuous learning

Physical Requirements

• Ability to lift and move computer equipment up to 30 pounds.
• Ability to work under desks, in server rooms, and in various office environments.
• Ability to sit, stand, and walk for extended periods as needed.