Position Purpose:
Provides frontline technical support to users through multiple channels: phone, email, online chat (Teams), walk-ups, and the ticketing portal (NinjaOne). Resolves common workstation, account/access, Microsoft 365, and conferencing/AV issues, and performs onsite support as needed. Triages requests, documents resolution steps, escalates complex issues to senior team members, and contributes to a consistent, customer-focused support experience. Assists with security-related user reports, including phishing email analysis and response.
Essential Functions:
| Customer Service Technical Support: Serve as the primary point of contact for IT support, receiving and resolving incidents/requests via phone, email, chat/Teams, walk-ups, and the ticketing portal. Perform initial triage, prioritize based on impact/urgency, and provide timely updates to users. Troubleshoot and resolve common issues related to Windows workstations, printers/peripherals, and standard corporate applications. Document accurate troubleshooting steps and resolutions within NinjaOne to support knowledge sharing. Escalate unresolved or complex issues to senior team members with clear diagnostics and replication steps. |
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| Hardware Support: Provide onsite support for laptop/desktop break-fix, hardware swaps, docking stations, monitors, and other peripherals. Assist with endpoint onboarding/offboarding tasks including setup, configuration, shipping/receiving as applicable, and user orientation. Use NinjaOne RMM tools for remote troubleshooting, software deployment, and basic remediation activities. Support a predominantly Windows environment and provide limited support for macOS devices as needed. |
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| Software Support: Provide user support for Microsoft 365 applications and services including Outlook, Teams, and OneDrive. Support a variety of business-related software and services. Support account and authentication issues including password resets, MFA troubleshooting, account unlocks, and access requests in accordance with established policies and approvals. Assist users with connectivity-related troubleshooting (Wi-Fi/VPN) and coordinate escalation when network or platform changes are required. |
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| Security Support: Receive, evaluate, and respond to user-reported phishing or suspicious emails (KnowBe4 PhishER+). Take appropriate response actions, including quarantine/purge, in accordance with documented procedures. Promote secure computing practices and promptly escalate suspected security incidents. | |
| Knowledge Documentation: Create and maintain end-user and internal support documentation (knowledge base articles, quick guides, and standard procedures). Maintain accurate asset and service records associated with endpoint assignments and support activities. Assist with lifecycle tasks such as inventory checks, device replacements, and disposal coordination. |
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Perform other duties as assigned. |
Requirements:
Education:
High school diploma/GED required; associate degree or college coursework in Information Technology preferred, or equivalent experience. Ongoing work toward or achievement of industry certifications is encouraged (e.g., CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals).
Experience:
1–2 years of related experience in a service desk, desktop support, or customer-facing technical support role.
Skills:
Strong customer service and communication skills with the ability to explain technical concepts in user-friendly terms. Working knowledge of Windows desktop support, common endpoint hardware/peripherals, and basic troubleshooting methodology. Working knowledge of Microsoft 365 applications (Outlook, Teams, OneDrive) and common account/authentication issues (password/MFA). Experience using ticketing and remote management tools (NinjaOne ticketing and NinjaOne RMM preferred). Ability to follow security procedures and perform phishing email analysis/response actions. Ability to document work clearly and consistently. Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
Mental Demands:
Must have the ability to focus on tasks for extended periods of time. Must be flexible and can work with a variety of tasks and employees. Ability to plan, organize, be detail-oriented, and deadline-focused.
Physical Demands:
Continuous sitting for extended periods of time; some standing, walking, bending, reaching, and lifting associated with onsite support. Frequent use of hands and fingers to manipulate a computer, telephone, and other office equipment. Ability to lift and move computer equipment (monitors, docking stations, laptops/desktops) as needed for installations and repairs. Ability to look and concentrate at a computer/monitor for extended periods of time.