Job Description

JOB FUNCTIONS

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Technical Support & Troubleshooting

Respond to and resolve incidents and service requests via phone, email, or ticketing system. Troubleshoot hardware, software, network, and application issues across Windows, macOS, and mobile platforms. Perform root cause analysis and document solutions for recurring issues. Provide hands-on support at the desktop level, including diagnostics and repairs. Translate technical solutions into user-friendly language for nontechnical users.
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System & Hardware Management

Install, configure, test, maintain, and monitor end-user hardware and software. Perform preventative maintenance on workstations, printers, and peripherals. Conduct performance upgrades and manage asset updates for replacement equipment. Maintain inventory of IT assets and ensure physical desktop connections are functional.
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Operational & Strategic Duties

Monitor and manage ticket queues to ensure SLAs are met. Participate in hardware/software rollouts and system upgrades. Assist in developing long-term strategies for hardware and technology needs. Alert management to emerging trends in incidents and report roadblocks.
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Administrative & Documentation

Maintain accurate documentation of support activities, hardware failures, installations, and resolutions. Contribute to the creation and maintenance of knowledge base articles. Follow and uphold procedures for logging, reporting, and monitoring desktop operations.
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Systems & Access Management

Create, delete, and modify users in Active Directory and Office 365. Manage permissions on network drives and folders. Support phone system changes and voicemail resets. Perform email traces and unlock secure emails. Support endpoint admin user setup and Zoom Workplace configuration.

KNOWLEDGE

Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and basic networking. Experience with remote support tools and ITSM systems (e.g., ServiceNow, Jira, Team Dynamics). Hands-on experience with PC hardware, peripherals, and internal components. Excellent communication, interpersonal, and problem-solving skills. Ability to work independently and collaboratively in a fast-paced environment. ITIL Foundation certification or equivalent knowledge. Experience with endpoint management tools (e.g., SCCM, Intune). Familiarity with scripting (PowerShell, Bash). Experience supporting cloud-based environments (Azure, Microsoft Office).
Ability to provide after-hours support and work an on-call rotation.

EDUCATION/EXPERIENCE

3-5+ years of experience in technical support or service desk roles. Associate degree in Computer Science or equivalent experience Proficient in Microsoft applications. Certifications: CompTIA A+ (required), Network+ (preferred), Microsoft Certified: Azure Fundamentals (AZ-900), Endpoint Administrator Associate.

PHYSICAL REQUIREMENTS

The position requires the following physical activities within varying environmental conditions:

Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period. Occasional travel or moving from one office location to another or from one department to another at the headquarters building. Occasional lifting, moving, or adjusting objects up to 50 pounds. Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device. Work will be in a commercially reasonable temperature-controlled environment. * Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.