IT Support Technician

The IT Support Technician will be responsible for providing technical support and assistance to employees by troubleshooting hardware, software, and network-related issues. This role will help maintain and support the organization’s IT systems, assist with system setup and maintenance, and ensure technology resources are functioning efficiently. The IT Support Technician will work closely with teams across the organization to resolve technical problems, support daily operations, and help implement technology solutions that improve productivity. The ideal candidate will be detail-oriented, proactive, and passionate about technology, with strong problem-solving and communication skills. This position reports directly to the Director of Finance and Operations.

• Build upon a positive culture and are well versed and educated advocates of improving the end-user’s IT support experience
• Continuously document and improve on current operational processes while providing operational support
• End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 10% and PC 90%) to include desktops, laptops, printers and mobile apps
• Respond to end-user product related questions for all supported hardware, software and applications
• Understand and maintain/outperform service levels established
• Provide Level I and II support via phone, email and potentially on-site at client locations to support service needs as required
• Maintain various messaging systems and client platforms (Email, Slack)
• Manage user accounts, permissions, email, anti-virus and anti-spam
• Efficiently diagnose, troubleshoot and resolve technical issues at desktop level
• Provide on-site technical support that may involve but not limited to; installation of hardware or systems, software, network and communications devices
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and criticality
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Administer and manage new user account creation
• Administer and manage Active Directory database making sure to keep it updated at all times.

• At least 2 years’ experience in a customer facing deskside support/end user computing role
• Bachelor’s Degree in computer science, MIS or relevant field is required
• Must have excellent communication skills, positive attitude and be engaging with end-users
• Experience with MAC, Microsoft® OS and Microsoft Office® applications
• Experience with problem solving in a support-oriented environment
• Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Exceptional soft skills and troubleshooting skills
• Team player, good communicator, self-directed work style
• The ability to communicate politely, clearly and effectively with internal customers at a high level such as senior management on matters of a technical and/or complex nature
• Desire to contribute to a fast paced, growth-oriented company
• Strong attention to detail and the ability to determine the root cause of the problem
• Excellent organizational & interpersonal skills with attention to detail