IT Support Technician

Position Summary

The IT Support Technician provides responsive, hands-on technical support for end users, laptops, workstations, printers, mobile devices, barcode scanners, and business applications. This position is responsible for diagnosing and resolving hardware, software, operating system, account, connectivity, and peripheral issues while delivering professional customer service. The technician works closely with the Systems Administrator and other IT personnel to maintain reliable, secure, and efficient end-user technology.

Essential Duties and Responsibilities

- Provide technical support to end users through in-person, telephone, email, ticketing, and remote-support channels.

- Diagnose, troubleshoot, repair, configure, and maintain laptops, desktop computers, monitors, docking stations, mobile devices, and related equipment.

- Identify failed hardware components and coordinate or perform component replacement as appropriate.

- Deploy, configure, image, upgrade, and retire Windows workstations in accordance with established standards.

- Perform workstation administration, including operating system configuration, user profiles, security settings, drivers, applications, and peripheral devices.

- Create, modify, disable, and maintain user accounts and access in Active Directory and Microsoft 365/email systems, in accordance with company policies.

- Assign and troubleshoot file, folder, application, and printer permissions based on approved access requirements.

- Install, configure, update, and troubleshoot standard and business-specific software applications.

- Apply operating system, application, firmware, and security updates and patches.

- Assist users with the effective operation of Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, and Teams.

- Install, configure, and troubleshoot local, network, and label printers.

- Install, configure, and troubleshoot handheld barcode scanners and other warehouse operational technology.

- Troubleshoot wired and wireless connectivity issues, including TCP/IP, DHCP, DNS, VPN, and wireless access.

- Perform preventative maintenance on workstations, peripherals, and other end-user technology.

- Maintain accurate records of hardware assets, software installations, configurations, repairs, and replacements.

- Document incidents, service requests, resolutions, processes, and procedures in the designated ticketing or knowledge-management system.

- Escalate complex or recurring issues to the Systems Administrator, Network Administrator, vendors, or other appropriate resources.

- Assist the Systems Administrator with troubleshooting network, server, account, and infrastructure issues when needed.

- Follow IT security, change-management, asset-management, backup, and acceptable-use policies.

- Protect confidential company and user information and follow established data-security practices.

- Support technology projects, equipment deployments, office moves, cabling activities, and other IT initiatives.

- Perform other related duties as assigned.

Minimum Qualifications

- Two or more years of experience providing deskside, desktop, help desk, or technical support in a client/server environment.

- Associate degree in Information Technology, Computer Science, or a related field; equivalent education and experience may be considered.

- One or more relevant certifications, such as CompTIA A+, Network+, Microsoft certifications, or equivalent demonstrated experience.

- Experience supporting Windows client operating systems, Microsoft 365, Active Directory, printers, and common desktop hardware.

- Strong troubleshooting, documentation, organization, and customer-service skills.

- Ability to communicate technical information clearly to users with varying levels of technical knowledge.

- Ability to prioritize multiple support requests and work effectively with limited supervision.

- Ability to maintain confidentiality and exercise sound judgment when handling user accounts and access permissions.

- Valid driver’s license and ability to travel between company locations, if required.

Preferred Qualifications

- Experience with Microsoft Entra ID, Intune, endpoint management, or mobile-device management.

- Experience with ticketing and IT service-management systems.

- Familiarity with imaging, software deployment, endpoint security, and remote-support tools.

- Experience supporting warehouse, manufacturing, retail, or distribution environments.

- Experience with barcode scanners, label printers, point-of-sale systems, or other specialized operational equipment.

- Basic network troubleshooting.

- Familiarity with Microsoft Exchange Online and email administration.

- ITIL Foundation or other service-management training.

Knowledge, Skills, and Abilities

- Working knowledge of Windows desktop operating systems and common workstation hardware.

- Working knowledge of Active Directory and Microsoft 365 administration.

- Basic knowledge of Microsoft Exchange Online or Exchange Server.

- Basic knowledge of TCP/IP, DHCP, DNS, VPNs, networking concepts, and wireless connectivity.

- Proficiency with O365 (Microsoft Word, Excel, PowerPoint, Outlook, and Teams).

- Ability to install, configure, test, and troubleshoot printers, scanners, and other peripherals.

- Ability to read and follow technical documentation, wiring diagrams, and equipment instructions.

- Ability to create clear technical documentation and maintain accurate support records.

- Strong analytical, problem-solving, interpersonal, and customer-service skills.

Physical and Work Requirements

- Ability to lift and carry equipment weighing up to 50 pounds, with or without reasonable accommodation.

- Ability to stand, walk, stoop, kneel, crouch, bend, reach, and work in confined or elevated areas as required for equipment installation and cabling projects.

- Ability to work on concrete or other hard surfaces for extended periods.

- Ability to use ladders, lifts, or other approved access equipment in accordance with safety procedures and applicable training requirements.

- Ability to use a computer, keyboard, monitor, telephone, and other office technology for extended periods.

- Sufficient visual acuity and manual dexterity to inspect equipment, read technical information, connect cables, and perform hardware repairs.

- Ability to work occasional evenings, weekends, on-call rotations, or overtime when required for maintenance, deployments, or urgent support needs.