Junior IT Technician

Position Summary:

The Junior IT Technician keeps the technology the business runs on stable, secure, and available. This position is responsible for maintaining and troubleshooting hardware, software, and network systems, and for taking full ownership of support requests from the moment a ticket is opened until the issue is confirmed resolved and documented.

IT does not bring money into the company directly, but it is responsible for keeping everything up and running, making sure every person has the tools they need to bring money in, and improving workflows so the agency can produce more revenue. Every minute a team member sits waiting on a broken tool is a potential minute of lost revenue, so speed of response and consistent follow through are core measures of success in this role.

Most tickets arrive with a resolution guide that opens automatically and walks the technician through the fix. Others fall outside of any existing guide and call for independent research, creative problem solving, and sound judgment about when to escalate. What makes someone successful here is showing up on time, responding quickly, staying with a problem until it is genuinely solved, writing down how it was solved, and being someone the rest of the office is glad to call.

Beyond daily support, this position will take on a standing backlog of technical and general cleanup work that has gone largely untouched, allowing IT leadership to focus on platform, marketing technology, and strategic security initiatives.

Essential Duties and Responsibilities:

• Take full ownership of assigned tickets from intake through resolution, responding with urgency and confirming with the requestor that the issue is fully resolved before closing.
• Follow the documented resolution guides that open automatically with each ticket, and research independently when a ticket falls outside of an existing guide.
• Document every ticket before marking it resolved, recording what the problem was, what was tried, and exactly what fixed it, written in plain language so both the requestor and the next technician can follow it.
• Write a step by step guide for any issue likely to come up again, so the next person can resolve it quickly instead of starting from scratch.
• Provide friendly, patient technical support and training to staff across the organization.
• Install, configure, and maintain computer hardware, software, and networks.
• Monitor system performance and troubleshoot issues to ensure optimal operation.
• Manage user accounts, permissions, and access controls to maintain security.
• Support onboarding and offboarding, including equipment preparation, account provisioning, and prompt removal of access for departing staff.
• Identify manual or repetitive staff workflows and find ways to simplify or automate them so the team spends more time on revenue producing work.
• Work through the standing backlog of technical and general improvements, including documentation, asset and license tracking, server room and workstation cleanup and upgrades, and general system cleanup.
• Collaborate with vendors and service providers to resolve technical problems and implement upgrades.
• Ensure compliance with organizational IT policies and industry best practices.
• Assist in the development and implementation of disaster recovery and backup plans.

Knowledge, Skills, and Abilities (KSA's):

The first five carry the most weight in this role.

• Attendance & Punctuality : Reports on schedule and is present and available when the team needs support, with any schedule change communicated in advance.
• Urgency & Responsiveness : Treats every open ticket as time sensitive, responds within minutes rather than hours, and keeps priorities straight when several requests come in at once.
• Approachability & Communication : Builds easy working relationships across the office. Staff should feel comfortable asking for help and confident they will be treated patiently and without judgment. Explains technical concepts clearly to non technical users.
• Troubleshooting & Creative Problem Solving : Diagnoses and resolves technical issues efficiently, and thinks beyond the documented guide by researching and testing solutions when a problem falls outside of it.
• Ownership & Accountability : Drives issues through to resolution without needing to be chased, and communicates status clearly when a fix will take time.
• Documentation & Attention to Detail : Writes clear, accurate records of what was done on every ticket, and is careful with system configurations, access control, and security settings.
• Technical Foundation : Working knowledge of IT systems, including hardware, software, operating systems, and the networking components used to support daily business operations.
• Network & Systems Basics : Practical understanding of network concepts (e.g., TCP/IP, DNS, DHCP), basic system administration, and infrastructure support.
• Cybersecurity Awareness : Understanding of everyday security practices, including phishing recognition, password hygiene, access control, and safe handling of company data.
• Process Improvement : Recognizes repetitive manual work and looks for practical ways to simplify or automate it for the benefit of the wider team.
• Adaptability & Continuous Learning : Picks up new tools and systems quickly and stays current with evolving technology and best practices.
• Collaboration : Works effectively with staff, vendors, and service providers to implement solutions and resolve issues.

Performance Expectations:

• Consistent attendance and punctuality, with any schedule change communicated in advance.
• First response on new tickets in under 5 minutes during scheduled work hours.
• No ticket marked resolved without a written summary of exactly what was done, clear enough for both the requestor and the next technician to follow.
• A step by step guide written for any issue likely to recur.
• Tickets resolved and closed rather than left open or handed off without a clear owner and status update.
• Steady, measurable reduction in the open backlog of technical and general cleanup items each quarter.

Minimum Qualifications:

Required

• Associates Degree or equivalent.
• Working knowledge of Windows, and the ability to pick up unfamiliar systems and tools quickly.
• Basic understanding of network configuration and troubleshooting (TCP/IP, DNS, DHCP).
• Familiarity with everyday cybersecurity practices.
• Reliable attendance and the ability to work on site during scheduled hours.
• Clear written and verbal communication, and a patient, approachable manner with non technical staff.

Preferred

• Prior experience in IT support, help desk, or systems administration.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications such as CompTIA A+, Network+, or Security+.
• Experience with Ubiquiti products, including UniFi switching, wireless, cameras, access control, and phones.
• Experience administering Microsoft 365, including Exchange Online and SharePoint.
• Working knowledge of Linux.
• Experience managing virtualized environments using VMware or Hyper-V.
• Experience working within a ticketing system and following documented resolution procedures.

Physical Demands & Work Environment:

• Primarily office based role with extended periods of sitting, computer use, and phone communication.
• Frequent use of keyboards, monitors, and standard office and IT equipment.
• Occasional standing, bending, or lifting of light to moderate equipment (up to approximately 25 lbs), such as desktops, monitors, or networking devices.
• Professional office environment with moderate noise levels.
• Standard business hours with occasional extended hours or on call support during system maintenance, upgrades, or outages.
• May require movement between office areas, server rooms, or workstations for troubleshooting and equipment installation.