IT Support Technician, Assoc I

JOB SUMMARY

Provides high-quality, responsive tier I and tier II technical support for end users across a variety of devices, applications, and collaboration technologies. Ensures employees can effectively utilize company technology to perform business functions. Problem resolution may involve diagnostic tools, ticketing systems, knowledge base resources, and hands-on support for end-user devices and workplace technologies.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provides help desk support for users operating Windows and iOS/iPadOS devices, including remote users

• Troubleshoots and resolves issues involving laptops, workstation peripherals, operating systems, virtual machines, and line-of-business applications

• Supports Microsoft 365 applications and services, including Outlook, Teams, and OneDrive

• Troubleshoots and resolves end-user network connectivity issues involving wired, wireless, and VPN solutions

• Troubleshoots and supports conference room and A/V technologies used throughout the organization

• Installs, configures, and maintains an enterprise printing solution and related end-user equipment

• Deploys, configures, maintains, and replaces endpoint devices in accordance with established lifecycle management processes

• Installs, configures, and decommissions standard workstation equipment including monitors, docking stations, and peripherals

• Documents troubleshooting steps and solutions within the IT ticketing system, contributing to the IT knowledge base where able

• Communicates with end users to provide status updates, technical guidance, and a high level of customer service

• Adheres to established IT procedures, cybersecurity standards, and asset management practices

REQUIREMENTS

• Associate degree in Computer Science or a related technical area with a minimum of one (1) year of experience in Information Technology, or relevant, equivalent experience and/or education
• Experience with Windows and iOS/iPadOS operating systems
• Experience supporting Microsoft 365 applications, Microsoft Teams, conferencing technologies, mobile device management (MDM) solutions such as Intune, and endpoint management platforms such as SCCM
• Experience with ServiceNow or a similar IT ticketing system
• Experience and understanding of Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name Server (DNS), Active Directory (AD), and Dynamic Host Configuration Protocol (DHCP)
• Knowledge of information technology products and services, including workstation equipment, peripherals, and printing solutions
• Demonstrated analytical and problem-solving skills with the ability to diagnose and resolve common technical issues
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Demonstrated initiative, accountability, and ability to provide consistent, high-quality customer support to employees across a variety of technical skill and organizational levels
• Ability to travel by automobile or commercial airline to remote sites (including overnight stays) as needed (10-20%)
• Applicants must be authorized to work in the United States for any employer. ITC does not sponsor employment visas, such as H-1B or TN visas.