IT Support Technician

Job Title: IT Support Technician

Department: Information Systems

Location: Corporate

Reports To: IT Director

FLSA Status: Non-Exempt

Salary: $24.04 to $28.85

Position Summary:

The entry-level IT Support Technician is responsible for the day-to-day technology operations across the organization. This role focuses on end-user support, device lifecycle management, and assisting with basic systems and network administration under the guidance of senior IT leadership. The ideal candidate is technically curious, detail-oriented, and eager to grow within an IT environment that values security, reliability, and excellent customer service.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

• End-User Support & Help Desk
• Serve as a Tier 1 / Tier 2 escalation point for help desk tickets related to hardware, software, and access issues
• Troubleshoot Windows and macOS devices, printers, mobile devices, and common business applications
• Document issues, resolutions, and procedures in the ticketing system and internal knowledge base
• Device & Asset Management
• Configure, deploy, maintain, and decommission laptops, mobile devices, and peripherals
• Track IT assets and maintain accurate inventory records
• Assist with device refresh cycles, replacements, and repairs
• Systems Administration (Basic)
• Assist with user account provisioning and access management (e.g., Microsoft 365, email, file access)
• Support routine administrative tasks such as password resets, group membership updates, and license assignments
• Monitor systems and escalate issues when necessary
• Network Administration (Basic)
• Assist with basic network troubleshooting (connectivity issues, Wi-Fi access, printer networking)
• Support maintenance of network equipment under supervision
• Escalate complex networking issues to senior IT staff or vendors
• Onboarding & Offboarding Support
• Coordinate with HR to prepare and deliver devices for new hires
• Ensure timely setup of accounts, hardware, and access prior to employee start dates
• Assist with offboarding procedures including device collection and access removal
• Document and Process Improvement
• Maintain and update internal documentation, procedures, and knowledge base articles
• Identify recurring issues and recommend process improvements

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Competencies:

To perform the job successfully, an individual should demonstrate the following.

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Presents good customer service skills
• Teamwork - Balances team and individual responsibilities;
  Exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans. Shows the ability to prioritize multiple tasks in a fast-paced environment.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration of their status or position; accepts responsibility for own actions; follows through on commitments.
• Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate…