IT Support Technician

About the Role

We are seeking a proactive and customer-focused IT Support Technician to join our technology team. This position is responsible for delivering technical assistance, resolving hardware and software problems, managing IT systems, and ensuring users receive prompt and effective support for technology-related issues. This is an entry-level to mid-level position.

Key Responsibilities

• Provide first and second-level technical support to employees and users through phone, email, remote access, and in-person interactions.
• Diagnose, troubleshoot, and resolve issues related to hardware, software, networking, printers, and various systems.
• Install, configure, update, and maintain desktops, laptops, mobile devices, operating systems, and essential business applications.
• Manage user accounts, including setting up permissions, resetting passwords, and controlling access rights.
• Monitor and maintain IT equipment, infrastructure, and keep accurate inventory records.
• Assist with the deployment of new systems, setting up workstations, rolling out software, and replacing hardware.
• Escalate complex technical problems to senior IT staff or external vendors when necessary.
• Document all support requests, resolutions, technical procedures, and contribute to the knowledge base.
• Support cybersecurity efforts by adhering to security policies and assisting with system updates, patch management, and endpoint protection.
• Ensure that service requests and incidents are resolved within established service level agreements and support standards.

Requirements

• Previous experience in IT support, help desk, technical support, or desktop support is preferred.
• Proficiency with Windows operating systems, Microsoft 365 suite, fundamental networking concepts, and common business applications.
• Familiarity with troubleshooting hardware, supporting printers, managing mobile devices, and working with peripheral devices.
• A basic understanding of networking principles such as TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Experience utilizing ticketing systems and IT Service Management (ITSM) tools is beneficial.
• Strong analytical and problem-solving capabilities.
• Excellent communication and customer service skills.
• Ability to effectively prioritize tasks and manage multiple support requests simultaneously.
• Relevant certifications like CompTIA A+, Network+, or Microsoft certifications are advantageous.
• A Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is preferred.

What We Offer

• Gain practical experience supporting contemporary IT systems and technologies.
• Exposure to networking, infrastructure, cybersecurity, cloud services, and enterprise applications.
• Receive mentorship and benefit from opportunities for technical and professional development.
• Work within a collaborative and technology-focused environment.
• Opportunities for career advancement into roles such as Systems Administrator, Network Engineer, Cloud Support Engineer, Cybersecurity Analyst, or IT Manager.
• A competitive salary and a comprehensive benefits package.

Additional Information

This is a full-time, remote position. The role is suitable for entry-level to mid-level candidates.