IT Technician

The IT Technician provides technical support to all end-users, resolves hardware and software glitches, and oversees the provisioning and maintenance of IT assets such as laptops, printers, mobile devices, and conference room A/V equipment. The IT Technician will configure software and access permissions, executing both technical and administrative duties to uphold the efficiency and functionality of Monadnock's systems. The IT Technician also manages all incoming requests through the ticketing system, promptly escalating issues and following up as necessary.

Reports to: IT Director

Duties and Responsibilities

1. 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.

• 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).

• 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