IT Support Technician

Job Summary:

Provides front-line IT support for end users by troubleshooting hardware, software, and application issues across Windows and Microsoft 365 environments. Supports employee onboarding, device and account management, and remote assistance while ensuring SLA compliance. Assists with endpoint management, security alert triage, inventory tracking, and escalation of complex issues, delivering clear, customer-focused technical support to non-technical users.

Daily Responsibilities:

• Respond to Technical Inquiries: Receive and respond to technical support inquiries via phone, email, Teams/chat, or in-person through Jira Service Management. Troubleshoot issues reported by users, identify root causes, and provide timely resolutions or workarounds non-technical users.
• Remote Assistance: Utilize Ninja
  
  RMM and remote desktop tools to assist users remotely in resolving technical issues. Create and provide step-by-step guidance to help users troubleshoot and resolve problems independently when possible.
• Security Alert Triage: Monitor and review security alerts from Microsoft Defender with AI-assisted recommendations. Follow established runbooks to handle routine alerts or escalate complex/high-severity incidents to the Sr. Manager, Information Technology for further investigation.
• Escalation Management: Escalate unresolved or complex technical issues to appropriate internal teams for further investigation and resolution. Follow escalation procedures and ensure timely communication with users regarding the status of their inquiries.
• Employee Onboarding: Perform initial setup of computers, user accounts in Microsoft 365, LINQ and other business systems. Manage group memberships, data access permissions, and coordinate device procurement.
• Device Management: Assist with Microsoft Intune device enrollment, Windows 11 Pro upgrades, and ongoing endpoint maintenance using Ninja
  
  RMM. Assist team members with device lifecycle upgrades.
• Application Support: Provide first-level support for business applications including LINQ (POS/nutrition management), Nutrislice (menu management) and internally-built application(s).
• SLA Compliance: Ensure work is carried out in a timely and proper fashion per stated service level agreements.
• Account Management: Oversee user system account additions, moves, and changes across Microsoft 365 and business applications.
• Inventory Management: Maintain accurate inventory of computers, hardware, and software ensuring compliance with internal policies and licensing requirements.
• Special Projects: Perform other duties or special projects as required in support of the department's goals.

This job description does not state nor imply that these are the only duties to be performed by the employee in this position. It is not intended to provide all the details or a step-by-step account of how each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department. This job description does not constitute an offer of continued employment or an employment contract.

Requirements:

1-3 years experience with:

• Windows 10/11 Pro
• Microsoft 365 administration
• Microsoft Entra  (user authentication, MFA setup, account management)
• Ticketing systems (Jira Service Management, Fresh service, or similar)
• Remote support tools

Soft Skills:

• Excellent interpersonal and communication skills - able to explain technical concepts to non-technical users
• Professional, presentable, and comfortable in a customer-facing environment
• Takes direction well and follows established processes
• Strong organization and time management skills
• Proven troubleshooting and problem-solving abilities
• Works well with individuals of all levels of technical experience

Pluses:

• Experience with Intune/endpoint management
• Familiarity with Microsoft Defender or security alert triage
• Experience supporting POS systems or food service/K-12 environments
• CompTIA A+, Security+, or similar certifications

We are an Equal Opportunity Employer, Gender/Minority/Veterans/Disabled and participates with E-Verify Employment Eligibility Program