IT Support I
Summary
First point of contact for employee IT issues: handles help desk tickets, walk-ups, and remote support for Windows desktops/laptops, printers, mobile devices, and AV gear. Day to day includes imaging PCs, managing accounts in Active Directory and Microsoft 365, and escalating complex issues. Based in New Castle, DE with regular travel to a New Holland, PA warehouse.
Position Summary
The IT Support I position serves as the first point of contact for employees experiencing technical issues. This role is responsible for troubleshooting hardware, software, network, and user account issues while providing outstanding customer service. The ideal candidate enjoys solving problems, communicating with users, and working in a collaborative team environment.
Key Responsibilities
· Provide both onsite and remote technical support for desktops, laptops, printers, mobile devices, and peripherals
· Respond to help desk tickets, phone calls, and walk-up support requests.
· Install, configure, and maintain Windows workstations and common business applications.
· Troubleshoot hardware, software, network connectivity, and printer issues.
· Create, modify, and disable user accounts in Active Directory and Microsoft 365.
· Install and image new computers and prepare equipment for employee onboarding.
· Support conference room technology, video conferencing, and office AV equipment.
· Document issues, resolutions, and technical procedures in the IT knowledge base.
· Escalate complex issues to senior IT staff when appropriate.
· Assist with inventory management of IT hardware and software assets.
· Participate in IT projects, upgrades, and office technology deployments.
· Maintain a high level of customer service and professionalism.
According to the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA), employees must be able to perform the “essential job functions with or without a reasonable accommodation.