Position Summary:

The IT Support Technician provides first-level technical support for end users across the organization. This entry-level role is ideal for individuals with a foundational understanding of IT systems and a desire to grow within the field. The technician will assist with troubleshooting hardware and software issues, support user account management in Active Directory, and perform basic network diagnostics.

Primary Duties & Responsibilities:

• Provide technical support for desktops, laptops, printers, and mobile devices.
• Troubleshoot hardware and software issues in a Windows environment.
• Assist with user account management in Active Directory (e.g., password resets, group assignments).
• Support basic network troubleshooting (e.g., connectivity issues, IP conflicts).
• Document support requests and resolutions in the ticketing system.
• Assist with onboarding and offboarding tasks including device setup and account provisioning.
• Maintain inventory of IT assets and assist with hardware deployment.
• Escalate unresolved issues to senior IT staff as needed.

Preferred Qualifications:

• IT certifications such as:
  • CompTIA A+
  • CompTIA Network+
  • Microsoft Certified: Azure Fundamentals or MD-102
• Experience with ticketing systems (e.g., ServiceNow).
• Exposure to remote support tools (e.g., TeamViewer, RDP).
• Understanding of IT security best practices.
• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to maintain professionalism in challenging situations.
• Detail-oriented, accurate, and highly organized.
• Ability to responsibly handle confidential information.

Experience & Education

• High School Diploma required or GED.
• Demonstrated interest or experience in IT through coursework, internships, personal projects, or previous roles.
• Basic understanding of Windows operating systems and Microsoft Office Suite.
• Exposure to Active Directory and user account management.
• Familiarity with basic networking concepts (IP addressing, DNS, DHCP).
• Strong problem-solving and communication skills.
• Ability to follow procedures and work independently or as part of a team.

Work Conditions:

• Position is based in a manufacturing facility with a mix of office and production floor environments.
• Frequent interaction with production staff and equipment requires the ability to move between office and manufacturing areas.
• May be exposed to moderate noise, dust, and temperature variations when working on the production floor.
• Regular use of computers, phones, and standard office equipment.
• Must be able to lift up to 20 lbs. when deploying or moving IT equipment (e.g., computers, monitors, printers).
• Occasional evening or weekend work may be required to support system upgrades, maintenance, or urgent technical issues.
• Requires wearing appropriate PPE (e.g., safety glasses, steel-toe shoes) when entering or working in designated production areas.