Role Summary: In this role, the technician will be responsible for providing day-to-day technical support for end users and maintaining the reliability of the company’s Windows-based IT environment, including workstations, printers, servers, and supporting network infrastructure.
- Working knowledge of Windows desktop and server operating systems
- Familiarity with Active Directory (user/group management, basic GPO administration, password/account troubleshooting)
- Experience supporting Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Strong hands-on troubleshooting skills for end-user workstations, laptops, and peripherals
- Experience writing or maintaining Safety Data Sheets (SDS)
- Working knowledge of FortiGate firewalls
- Familiarity with Ubiquiti access points and switches
- Basic understanding of Linux environments
1. End-User Support
Provide day-to-day technical support and troubleshooting for end users, including workstations, laptops, printers, and peripheral devices.
2. Windows Environment Administration
Manage and support the Windows desktop and server environment, including user provisioning, permissions, and basic group policy administration through Active Directory.
3. Microsoft 365 Administration
Administer and support M365 services including Exchange Online, Teams, SharePoint, and OneDrive; manage user licensing, mailbox configurations, and basic security settings.
4. Printer and Peripheral Support
Install, configure, and troubleshoot network and local printers, scanners, and other peripherals, including driver management and print server maintenance.
5. Network Support
Provide basic support for network infrastructure, including FortiGate firewalls and Ubiquiti switches and access points; assist with connectivity and performance troubleshooting.
6. Linux Support
Perform basic administration and troubleshooting of Linux-based systems where applicable to the environment.
7. Documentation
Maintain accurate documentation of systems, configurations, procedures, and issue resolutions for efficient troubleshooting and future reference. Assist with writing and maintaining Safety Data Sheets (SDS) as needed.
8. Security
Assist with implementing and monitoring security measures, including endpoint protection, patch management, user access reviews, and adherence to security best practices.
9. Monitoring and Maintenance
Proactively monitor systems and perform routine maintenance tasks to ensure reliability, uptime, and optimal performance.
10. Special Projects & External IT Partnership
Serve as the internal point of contact and coordinator for special projects, infrastructure upgrades, and initiatives that may extend beyond the scope of day-to-day support. Work closely with the company’s third-party IT provider to leverage additional expertise, resources, and project support as needed — fostering a collaborative partnership that ensures the company’s technology needs are met efficiently and at scale.
11. Collaboration
Collaborate with internal staff, vendors, and the third-party IT provider to resolve complex issues and implement improvements.
12. On-Call Support
Provide on-call support for critical issues or emergencies outside of regular business hours as required.
13. Training and Knowledge Sharing
Stay updated on industry trends, relevant certifications, and technologies; share knowledge with team members and end users.
