IT Support Technician

Role Overview

• Serve as the first point of contact for IT issues reported via phone, email, or ticketing system.
• Perform basic troubleshooting for hardware, software, network, and connectivity issues.
• Provide support for password resets, basic software configurations, and setup assistance.
• Assist users in navigating systems, applications, and basic IT functionality.
• Install and support standard software applications.
• Assist with basic setup and configuration of computers, peripherals, and mobile devices.
• Manage basic user account tasks such as account creation, password resets, and access provisioning within predefined limits.
• Monitor IT systems and report issues such as downtimes or outages to appropriate teams.
• Log all incoming support requests in Zendesk, ensuring accurate details and timely responses.
• Prioritize and categorize tickets based on severity and SLA guidelines.
• Escalate unresolved or complex issues to Tier 2 or other teams with clear documentation.
• Record and report recurring issues or trends to Tier 2 or management for further investigation.
• Follow knowledge base articles and SOPs to ensure consistent and accurate support.
• Document common issues and resolutions to contribute to the knowledge base.
• Provide feedback on documentation to keep resources current and relevant.
• Maintain a professional and customer-focused approach when assisting users.
• Communicate clearly and effectively across multiple channels (in-person, phone, Teams, etc.)
• Keep users informed on the status of their requests and expected resolution times.
• Conduct follow-up communications to confirm issue resolution and user satisfaction.
• Provide easy-to-understand solutions and guidance on IT policies and best practices.
• Follow all IT policies, SLAs, and protocols during support activities.
• Adhere to security and confidentiality standards when accessing or handling sensitive information.
• Track equipment check-ins and check-outs to support inventory control.

Requirements

• Associate’s degree in Computer Science or related field.
• 1+ years of related IT Technical Support
• Experience with IT support ticket systems such as Zendesk
• Customer Service experience (phone calls, video and customer-facing in person)
• Experience with Windows 10 and later
• Preferred licenses or certifications: Azure Fundamentals (AZ-900), Microsoft 365 Fundamentals (MS-900), CompTIA A+, CompTIA Network+, CompTIA Security+, Apple Certifications
• 2+ years of IT tech support experience
• Familiarity and experience with healthcare regulatory compliance and reporting bodies (HIPAA, JACHO, etc.)

Tech Stack

• Azure

Benefits

• Schedule may vary based on business needs, including adjustments to assigned shifts, hours, or days worked.
• Tasks may be conducted within a climate-controlled office setting.
• Reasonable accommodations are available for qualified individuals with disabilities upon request.