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POSITION SUMMARY

The IT Support Technician is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.

CORE VALUES

To be successful in this role, you must demonstrate the following core value characteristics:

Trust: Communicate clearly. Be committed, accountable, open, and honest.

Team: There is no “I.” Do what’s best for the team, assume the best in others, lead by example, and celebrate wins together.

Grit: Stay goal-focused, positive, and passionate. Persevere and take ownership.

Growth: Be a lifelong learner, forward-thinker, curious, self-aware, and open-minded.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Support and Service Delivery

• Provide technical support to non-technical end users
• Track all IT incidents and requests in the IT Service Management (ITSM) platform, meeting or exceeding established SLAs and KPIs for incidents, requests, and project assignments.
• Analyze and research solutions to complex incidents and drive them to resolution; escalate to the IT supervisor or lead only when resolution exceeds IT Support Technician scope.

Systems and Infrastructure

• Install, configure, and test hardware and software on new and existing devices in accordance with company standards.
• Lead maintenance, implementation, and troubleshooting initiatives for IT hardware and software.
• Administer user accounts and access changes across core IT platforms, including Active Directory, Microsoft 365 Admin Center, Microsoft Azure, and Mobile Device Management (MDM) systems.
• Support the configuration and ongoing management of endpoint security protocols and mitigations.
• Support IT asset management by tracking equipment from deployment through refresh, replace, and secure disposal, keeping inventory records detailed and up to date.

Documentation, Training, and Mentorship

• Document processes, procedures, and technical issues to build and maintain the IT knowledge base and technician training guides.
• Assist with IT-related aspects of new hire onboarding, including device setup, account provisioning, and orientation to company systems.

General

• Participate in the on-call rotation for outages and after-hours support.
• Perform other duties as assigned.

EDUCATION, EXPERIENCE, AND SKILLS

Required Experience and Education

• 5+ years of IT support experience
• Bachelor of Science in Information Technology, or an equivalent combination of education and work experience.

Required Certifications

• ITIL v4 Foundation Certification, or equivalent demonstrated experience.
• CompTIA A+ Certification, or equivalent demonstrated experience.

Technical Skills

• Strong hands-on experience with Active Directory, Group Policy, Microsoft Windows operating systems, and Microsoft 365 applications.
• Working knowledge of TCP/IP networking, computer hardware, and peripherals.
• Experience administering Windows Server and VMware environments.
• Experience supporting Microsoft SharePoint and cloud storage platforms.
• Experience with Mobile Device Management (MDM) and the support of Android and iOS phones and tablets.
• Working understanding of cybersecurity fundamentals and endpoint security best practices.
• Experience configuring and administering ITSM ticketing systems, with a solid grasp of Problem Management and IT Asset Management.

Professional Skills

• Proactive, top-notch problem-solving, troubleshooting, and analytical skills.
• Excellent time, priority, and task management in a fast-paced, quickly changing environment.
• Excellent written and verbal communication skills, with the ability to interact effectively with end users, peers, and leadership.
• High emotional intelligence and operational leadership presence.
• Ability to follow, create, and continuously improve defined processes and procedures.
• Ability to work independently with limited supervision beyond the first 90 days.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.
• Ability to travel to various divisions and worksites as needed.

POSITION DETAILS

This is a full-time, non-exempt position with benefits. Standard schedule is Monday through Friday, eight-hour shifts, with hours that may vary according to business needs. Local travel is expected and occasional long-distance travel may be required. Participation in the on-call team rotation for outages is a requirement of this position.