SUMMARY:
Provides frontline technical support and operational assistance for end users across all company locations. Serves as the primary point of contact for IT service requests, delivering timely, professional, and customer-focused support through remote, phone, email, and on-site interactions. Responsible for diagnosing and resolving hardware, software, and access issues; supporting enterprise applications and collaboration tools; maintaining IT asset controls; and assisting with IT administrative and operational processes. Ensures minimal downtime while maintaining a high standard of service, documentation, and communication.
MAJOR DUTIES:
- Provide first-level and second-level technical support for desktops, laptops, mobile devices, printers, and peripherals using remote tools and on-site support as needed.
- Receive, document, prioritize, and resolve IT service requests through the ticketing system in accordance with service level expectations.
- Install, configure, maintain, upgrade, and replace end-user hardware, operating systems, and approved software applications.
- Troubleshoot issues related to operating systems, Microsoft 365, collaboration tools, VPN access, printers, mobile devices, and basic network connectivity.
- Escalate complex technical issues to the IT Engineering staff, providing clear documentation and troubleshooting steps.
- Maintain accurate records of incidents, resolutions, asset assignments, software licensing, and inventory lifecycle.
- Assist with user onboarding and offboarding, including equipment setup, access provisioning, and coordination with HR and management.
- Support IT security best practices by assisting with endpoint protection, software deployment, patching, user access controls, and security awareness reinforcement.
- Assist in backup, recovery, and business continuity support activities as directed.
- Coordinate with IT vendors and service providers for hardware repairs, replacements, warranties, and service requests.
- Review, code, and track IT-related invoices for hardware, software, licensing, and services; verify charges against purchase approvals and contracts; and coordinate with Finance to ensure accurate processing.
- Other duties as assigned.
EDUCATION, EXPERIENCE, & SKILLS:
- High School diploma or equivalent required; Associate degree or technical coursework in IT preferred.
- 1-3 years of hands-on IT support experience in a help desk or desktop support environment.
- Strong customer service orientation with the ability to communicate technical concepts to non-technical users.
- Experience supporting Windows 11, Microsoft 365, Apple Devices, mobile devices, printers, and common business applications.
- Intune, Entra, and JAMF experiences is a plus.
- Working knowledge of ticketing systems, endpoint management tools, and basic networking concepts.
- Familiarity with IT asset management and inventory controls.
- Experience reviewing or coding IT-related invoices or coordinating with vendors and Finance is a plus.
- Strong organizational skills, attention to detail, and ability to operate effectively in a fast-paced, multi-location environment.
Job Type: Full-time
Pay: From $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Describe your experience supporting Windows 11, Microsoft 365.
- Do you have experience working with Intune, Entra, and JAMF? If so, describe that experience.
Education:
Experience:
- IT support: 3 years (Preferred)
Work Location: In person
