IT SUPPORT TECHNICIAN
As an IT Support Technician, you will play a critical role in supporting our fast-paced, technology-driven organization. This role provides critical on-site and remote Tier 1 and Tier 2 support, ensuring smooth performance and reliability across software, hardware, devices, and identity management systems.
You ll be counted on to work independently with limited direction and demonstrate a proactive approach in identifying and resolving issues. You will also be instrumental in shaping and implementing ITIL-aligned best practices to help elevate the performance and maturity of our IT service delivery.
There is one Support Tech and a System Admin
Essential Duties and Responsibilities
- Serving as a primary point of contact for Tier 1 and Tier 2 technical support, delivering timely and effective resolutions for hardware, software, and system issues, you will touch our entire organization.
- Maintain and troubleshoot desktops, laptops, peripherals, and printers to ensure operational continuity and minimal downtime.
- Provide expert support and guidance on Microsoft 365 applications, including Outlook, Teams, and SharePoint, helping end users optimize productivity and collaboration.
- Manage user accounts within Active Directory and Azure Active Directory, ensuring proper access controls and adherence to security protocols.
- Administer the IT service request system (Zendesk), tracking and prioritizing requests with a strong commitment to service-level expectations, continuous improvement and ensuring our internal Customers are kept apprised of status.
- Lead the technical setup and onboarding of new employees by provisioning devices, configuring software, and delivering orientation on IT policies and best practices.
- Collaborate with team members and escalate complex issues appropriately, contributing to knowledge sharing and enhanced support workflows.
- Proactively identify and resolve recurring technical issues and process inefficiencies, recommending ITIL-aligned improvements.
- Ensure all activities, documentation, and communications reflect a high standard of professionalism and align with the organization s service-centric values.
Required Experience and Skills
- High school diploma.
- Minimum 5 years experience in a similar role with hands-on support of Microsoft 365, Windows OS, Active Directory, and basic networking.
- Exposure to Microsoft Azure Active Directory, SharePoint, and Teams administration.
- Experience using a service request system such as Zendesk, Service Now, Jira Service Management, Manage Engine, or similar.
- Understanding of basic network administration and security concepts.
- Strong troubleshooting and problem-solving skills across hardware and software environments.
- Demonstrated ability to manage tasks independently with a self-starter mindset and clear prioritization skills.
- Exceptional customer service skills with a professional, positive, can do demeanor.
As an IT Support Technician, you will play a critical role in supporting our fast-paced, technology-driven organization. This role provides critical on-site and remote Tier 1 and Tier 2 support, ensuring smooth performance and reliability across software, hardware, devices, and identity management systems.
You ll be counted on to work independently with limited direction and demonstrate a proactive approach in identifying and resolving issues. You will also be instrumental in shaping and implementing ITIL-aligned best practices to help elevate the performance and maturity of our IT service delivery.
There is one Support Tech and a System Admin
Essential Duties and Responsibilities
- Serving as a primary point of contact for Tier 1 and Tier 2 technical support, delivering timely and effective resolutions for hardware, software, and system issues, you will touch our entire organization.
- Maintain and troubleshoot desktops, laptops, peripherals, and printers to ensure operational continuity and minimal downtime.
- Provide expert support and guidance on Microsoft 365 applications, including Outlook, Teams, and SharePoint, helping end users optimize productivity and collaboration.
- Manage user accounts within Active Directory and Azure Active Directory, ensuring proper access controls and adherence to security protocols.
- Administer the IT service request system (Zendesk), tracking and prioritizing requests with a strong commitment to service-level expectations, continuous improvement and ensuring our internal Customers are kept apprised of status.
- Lead the technical setup and onboarding of new employees by provisioning devices, configuring software, and delivering orientation on IT policies and best practices.
- Collaborate with team members and escalate complex issues appropriately, contributing to knowledge sharing and enhanced support workflows.
- Proactively identify and resolve recurring technical issues and process inefficiencies, recommending ITIL-aligned improvements.
- Ensure all activities, documentation, and communications reflect a high standard of professionalism and align with the organization s service-centric values.
Required Experience and Skills
- High school diploma.
- Minimum 5 years experience in a similar role with hands-on support of Microsoft 365, Windows OS, Active Directory, and basic networking.
- Exposure to Microsoft Azure Active Directory, SharePoint, and Teams administration.
- Experience using a service request system such as Zendesk, Service Now, Jira Service Management, Manage Engine, or similar.
- Understanding of basic network administration and security concepts.
- Strong troubleshooting and problem-solving skills across hardware and software environments.
- Demonstrated ability to manage tasks independently with a self-starter mindset and clear prioritization skills.
- Exceptional customer service skills with a professional, positive, can do demeanor.