Job Description

Position Summary: Responsible for supporting all technology hardware and software systems in our enterprise environment. Provide both in-person and remote technical support to our customers. Assist with a wide range of tasks including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Deliver top-tier service and support with clear, concise communication and consistent follow-through

Job Responsibilities:

•Install and configure computer hardware, software, systems, mobile devices, printers, and scanners.

•Assist in coordinating audiovisual setups and providing video conferencing support.

•Preferred: Knowledge of virtual meeting applications (MS Teams, Zoom, GoTo, etc.).

•Preferred: Knowledge of audiovisual equipment (Microsoft Teams Rooms certified devices).

•Monitor and maintain computer systems using company-provided tools such as Active Directory and MicrosoftEndpoint Configuration Manager (MECM).

•Identify and diagnose hardware, software, or network-related issues, and develop a plan to resolve, repair, orreplace resources as needed.

•Recommend strategies to improve efficiency, including implementing new practices, devices, and/or software.

•Demonstrate proficiency in Office 365 applications, including MS Outlook, MS Excel, MS Word, MS Teams, andWindows 10/11.

•Collaborate with and assist other areas of the IT department on projects and initiatives.

•Work onsite during hours of operation between 7:00 a.m. and 6:00 p.m., Monday through Friday.

•Participate in after-hours (evening and weekend) on-call rotation.

•Travel to remote locations to provide support as needed.

•Perform other duties as assigned.

•Must be able to lift 50 pounds.

Required Skills:

•High school diploma or equivalent; relevant degrees, certificates, or additional education are a plus.

•0–1 year of IT support experience with basic hardware, software, and troubleshooting knowledge; IT enterpriseexperience preferred.

•Ability to quickly learn new systems in a fast-paced environment.

•Strong problem-solving, analytical thinking, and adaptability.

•Able to manage multiple priorities and work independently or in a team.

•Effective under pressure, with strong organizational and time-management skills.

•Entry-level Tier 1 role supporting low- to medium-complexity issues.

•Works under general guidance from senior IT staff, following documented procedures and checklists.

Experience:

0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

Complexity:

Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. Generally follows documented procedures and checklists.

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