IT Support Technician

Job Description

We are seeking a detail-oriented IT Support Technician to join our team and provide technical support for approximately 1,500 internal users. This role is primarily request-based (80%), focusing on onboarding new hires, preparing hardware kits, and granting system access, with the remaining workload dedicated to break/fix troubleshooting.

Key Responsibilities

• Handle daily IT requests (approx. 20 tickets/day) through ServiceNow or similar ticketing systems, including some walk-in support.
• Onboard new employees, including account setup, hardware preparation, and access provisioning.
• Assemble and configure hardware kits for remote and on-site employees.
• Troubleshoot and resolve issues related to:
  • Microsoft 365 (basic O365 product support and troubleshooting)
  • Active Directory (user account creation, group policy updates)
  • Secure File Transfer Protocol (SFTP) for secure data sharing
• Provide support in a Cisco-based communications environment (prior experience is a plus but not required).
• Maintain accurate documentation of incidents, resolutions, and processes.

Environment & Tools

• Operating Systems: Windows 10/11
• Applications: Microsoft 365 Suite
• Directory Services: Active Directory
• Ticketing System: ServiceNow (or similar)
• Networking: Basic understanding of secure file transfer protocols
• Hardware: Laptops, desktops, and peripheral devices

Qualifications

• Experience: 1–3 years in IT support or help desk roles
• Skills:
• Strong troubleshooting skills for Windows and O365 environments
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  • Familiarity with Active Directory user and group policy management
  • Knowledge of ticketing systems (ServiceNow preferred)
• Certifications: CompTIA A+, Microsoft certifications, or equivalent experience preferred