Provide first
and second-level technical support to users via phone, email, chat, and in-person
Troubleshoot hardware, software, and networking issues on Windows and/or macOS systems
Configure and install workstations, laptops, printers, mobile devices, and other IT equipment
Manage user accounts and permissions in Active Directory, Microsoft 365, and other systems
Document all incidents, requests, and solutions in the ticketing system (e.g., ServiceNow, Jira, Zendesk)
Assist with onboarding and offboarding tasks, including setup and decommissioning of user devices
Monitor system performance and escalate issues as needed to senior IT staff or vendors
Maintain inventory of IT assets and track hardware/software assignments
Support video conferencing tools (e.g., Zoom, Microsoft Teams, Google Meet) and AV equipment
Contribute to knowledge base articles and technical documentation

High School Diploma or relative experience in similar role
1–3 years of experience in a technical support or help desk role
Solid understanding of desktop operating systems (Windows 10/11, macOS), Microsoft 365, and basic networking
Experience with Active Directory, Exchange, VPNs, and remote access tools (e.g., TeamViewer, RDP)
Excellent troubleshooting, analytical, and communication skills
Ability to prioritize and manage multiple tasks in a fast-paced environment
Strong customer service orientation and a proactive approach to solving problems

IT Support Technician

Key skills