IT Support Technician

The IT Support Technician provides first-level technical support for computer systems, network equipment, servers, and end users. This position performs routine maintenance, basic diagnostics, hardware installation and repair, user-account administration, and troubleshooting to help ensure reliable technology services across the organization.

Position Summary

Under the direction of the Chief Technology, the IT Support Technician (Level 1) responds to technology support requests, resolves desktop and hardware issues, assists with network and server maintenance, and documents all work performed. The ideal candidate has strong customer-service skills, practical knowledge of PC hardware and Windows environments, and the ability to diagnose and resolve common technical problems efficiently.

Essential Duties and Responsibilities

• Perform minor repairs to computer hardware, peripherals, communication connections, and related equipment.
• Install, configure, test, repair, replace, and maintain desktop computers, laptops, printers, monitors, mobile devices, and other technology equipment.
• Perform routine software updates, operating-system updates, security patches, and basic system maintenance.
• Provide first-level, hands-on support for desktop, classroom, office, and end-user technology issues.
• Respond to technical questions and support requests by phone, email, ticketing system, remote support tools, or in person.
• Troubleshoot hardware, software, network-connectivity, printing, account-access, and peripheral-device issues.
• Assist with creating, modifying, disabling, and deleting network user accounts and access permissions according to established procedures.
• Monitor, maintain, and provide basic support for servers, network hardware, and other IT infrastructure.
• Assist with the installation, configuration, and troubleshooting of routers, switches, wireless devices, and network connections.
• Conduct basic diagnostic testing to identify the source of technical problems and escalate complex issues when appropriate.
• Document work requests, diagnoses, repairs, equipment replacements, configurations, and resolutions in the organization's ticketing or asset-management system.
• Execute assigned work requests in accordance with manager, department, and client priorities.
• Monitor, troubleshoot, report, document, and resolve production-related issues to help maintain high system availability during system and application changes.
• Maintain an organized inventory of technology equipment, replacement parts, and assigned assets.
• Follow established technology policies, security practices, data-privacy requirements, and change-management procedures.
• Contribute to team projects, technology deployments, equipment refreshes, and other departmental initiatives.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of computer hardware, software, operating systems, networking fundamentals, and data-processing techniques.
• Knowledge of network facilities, network operating systems, security software, and basic performance-monitoring and capacity-management tools.
• Comprehensive knowledge of PC hardware installation, repair, testing, maintenance, and troubleshooting.
• Ability to recognize, analyze, troubleshoot, and resolve common computer, network, and system problems.
• Ability to provide clear, courteous, and effective technical assistance to users with varying levels of technology experience.
• Ability to prioritize multiple support requests and complete work accurately within established timelines.
• Ability to maintain accurate documentation, service records, asset records, and support tickets.
• Ability to work independently on routine assignments and collaboratively as part of a technology support team.
• Ability to follow technical procedures, security protocols, and supervisor direction.
• Strong verbal and written communication, customer-service, organizational, and problem-solving skills.

Required Qualifications

• High school diploma or equivalent required; associate degree, technical certification, or coursework in information technology, computer support, networking, or a related field preferred.
• One to three years of experience providing desktop, help desk, field, or technical support preferred.
• Experience installing, configuring, repairing, and troubleshooting desktop and laptop computer hardware.
• Experience supporting Microsoft Windows operating systems and common productivity software.
• Familiarity with Windows Server 2016, including basic user-account and system-administration tasks.
• Familiarity with routers, switches, network cabling, and basic wired and wireless networking concepts.
• Ability to lift and move computers, monitors, printers, and other technology equipment as needed.

Preferred Qualifications

• CompTIA A+, Network+, Microsoft, or comparable technical certification.
• Experience with Active Directory user and group management.
• Experience using help desk, ticketing, remote-support, asset-management, or endpoint-management systems.
• Experience supporting technology in an education, nonprofit, government, or multi-site environment.
• Familiarity with cybersecurity best practices, endpoint protection, backup procedures, and access-control principles.

Working Conditions

This position requires regular movement between offices, classrooms, work areas, or campuses; frequent use of computers and technical tools; and occasional lifting, carrying, and installation of technology equipment. The employee may be required to work outside standard hours during system maintenance, technology deployments, emergencies, or high-priority outages.