IT Technician
1 month ago
Reports to: IT Director
Duties and Responsibilities
- Technical Support
- Act as first point of contact support for all incoming requests via the FreshService ticketing system locally and/or globally via telephone, web, email, and in person to ensure courteous, timely and effective resolution of end-user issues.
- Effectively prioritize and escalate incoming tickets and schedule investigation and resolution.
- Promptly respond to alerts and notifications indicating internet circuit downtime and initiate troubleshooting procedures to identify the root cause of circuit outages.
- Resolve issues related to Microsoft 365 applications and cloud services.
- Company Provided Equipment and Assets
- Set up, troubleshoot, and repair printers and other peripherals.
- Maintain an equipment inventory, including laptops, mobile devices, printers, and related supplies.
- Conduct regular inspections and maintenance of conference room A/V equipment to ensure optimal performance.
- Manage and maintain Microsoft Intune for Mobile Device Management (MDM).
- General IT Administration and Development
- Perform basic network administration tasks, including monitoring and maintenance of networks and resolving networking issues, including Wi-Fi, LAN, and connectivity problems.
- Contribute to technician knowledgebase as needed.
- Provide suggestions for continual improvement and assist with assessment of new technologies for suitability within the organization.
- Bachelor's degree in computer science or related field.
- 1-3 years' experience in an IT or technical support role.
- Prior experience troubleshooting devices, including iPhones, iPads, laptops, etc.
- Excellent interpersonal skills with a priority on customer service.
- Ability to distill complex information into easy-to-understand explanations to a variety of personnel, including the creation of "How to" guides and step by step instructions.
- Experience with Windows 10/11 and iOS required.
- Experience with Bluebeam, Azure, Entra, and InTune preferred but not required.
- Experience with A/V systems and troubleshooting preferred but not required.
- Medical, Prescription, Dental and Vision - $0 Medical and Dental plans for Employees
- Company provided Life Insurance, Short-term and Long-term Disability Plans
- Flexible spending accounts for Medical, Dependent Care, Transit and Parking expenses
- 401(k) and Company Match
- Annual Bonus
- Generous PTO, Paid Holidays, and Parental Leave
- Tuition & Education Reimbursement Program
- Wellness Plans- $0 ClassPass membership
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