Technical Support Technician

About This Role

This Technical Support Technician will provide essential front-line IT support to employees, managing requests, deploying equipment, and maintaining IT inventories for a seamless technology experience.

Responsibilities

• Provide technical assistance for computer systems, software, and hardware issues
• Manage support requests through a ticketing system according to defined policy and SLA
• Create, configure, and maintain user accounts, email accounts, and related services
• Procure, configure, and deploy IT equipment and peripherals
• Manage inventory of physical equipment, software, and software licenses
• Create and maintain process documentation related to job responsibilities
• Communicate effectively within the department and cross-functionally
• Identify and escalate concerns to management
• Provide managers with reports on support activities, follow-up, and goal adherence
• Participate in meetings and serve as a dependable resource on assigned projects

Requirements

• Working knowledge of Active Directory, Entra ID, Office 365, Exchange Online, Microsoft Intune, SMB file shares, and Windows 11
• Working knowledge of PC hardware and peripherals (computers, printers, scanners, mobile devices like iOS, Android)
• Working knowledge of client PC connectivity (Wireless, Ethernet, TCP/IP, VPN)
• Excellent customer service and troubleshooting skills
• Effective written and oral communication skills
• Ability to self-manage time and workloads, work independently, and as a team member

Nice to Have

• Degree in MIS, Computer Science, or related technical fields
• Certification from Cisco, CompTIA, Microsoft, VMware, or similar
• PowerShell scripting
• Experience configuring, maintaining, and troubleshooting Microsoft Autopilot and Intune environments
• Familiarity with on-premise and Microsoft Entra networking in an enterprise environment
• Familiarity with Atlassian Jira ITSM & Microsoft DevOps
• Familiarity with Mimecast
• Familiarity with antimalware solutions (Arctic Wolf, CrowdStrike, Defender for Endpoint, Trend Micro WFBS)

Skills

* Required skills