Provide Tier 1 helpdesk support via phone, email, and ticketing system
Support PC setups, printer troubleshooting, and VOIP telecommunication systems
Respond to user inquiries and resolve hardware/software issues
Train end-users individually or in groups on software and hardware use
Maintain and update software systems, databases, and reports
Monitor system performance and complete routine maintenance tasks
Support remote troubleshooting and escalate unresolved issues
Assist in IT asset inventory and management
Create and manage accounts in Active Directory and Microsoft 365
Develop and maintain documentation and training materials
Contribute to enterprise-wide projects and quality improvement efforts
Create reports using Crystal Reports as needed
Participate in on-call rotation and occasional off-hours work for system maintenance
Other duties as assigned

High school diploma or GED required
Technical/vocational training in Information Technology or related field required
Associate's degree or higher in IT/Computer Science preferred
Certifications (CompTIA, Cisco, Microsoft) or equivalent experience preferred
1-2 years of client-facing help desk/IT support experience
Experience with Office 365, Active Directory, networking, and RMM tools a plus
Strong troubleshooting skills and ability to explain tech solutions clearly to end users
Excellent communication, time management, and organizational skills
Problem-solving mindset with a passion for lifelong learning
Valid NYS driver’s license and reliable transportation required

IT Support Technician

Key skills