IT Support Technician

Overview

We are looking for a dedicated IT Field Technician to deliver onsite technical assistance to end users by managing hardware, software, network, and mobile device issues. This position involves both responding to scheduled support requests and handling walk-in user issues, emphasizing outstanding customer service throughout.

Key Responsibilities

• Offer direct technical support onsite for desktops, laptops, mobile equipment, printers, and peripheral devices.
• Identify and resolve problems related to hardware, software, operating system functionality, and connectivity.
• Utilize IT Service Management tools like ServiceNow to create, update, and track service requests and incidents.
• Install, configure, and maintain Microsoft Windows and macOS operating systems.
• Support users with Microsoft 365 applications and other company-approved software.
• Perform software installations, rollouts, and upgrades as necessary.
• Carry out fundamental hardware repairs and upgrades such as RAM increases, keyboard and SSD or hard drive replacements.
• Handle setup and troubleshooting of desktops, laptops, monitors, printers, scanners, and other peripherals.
• Manage mobile device provisioning and SIM card activities.
• Assist with audiovisual and conferencing technology within meeting rooms.
• Conduct basic network support tasks including cabling, port patching, Wi-Fi troubleshooting, and replacement of networking hardware like routers and switches.
• Support network infrastructure components in MDFs and IDFs.
• Provide hands-on support for servers, storage units, and enterprise print devices under infrastructure teams’ guidance.
• Maintain accurate records of IT assets, documentation, and knowledge base entries.
• Track equipment inbound and outbound movements and manage onsite inventories efficiently.

Required Qualifications

• Between two and three years of practical experience in IT or desktop support roles.
• Proficient troubleshooting skills for both Windows and macOS operating systems.
• Experience supporting Microsoft 365 productivity suite.
• Familiarity with IT Service Management systems, such as ServiceNow.
• Demonstrated support experience for desktops, laptops, mobile gadgets, printers, peripherals, and basic networking issues.
• Ability to perform computer hardware repairs and part replacements.
• Excellent analytical, troubleshooting, and problem-solving capability.
• Strong communication, interpersonal, and customer service skills.
• Capacity to handle multiple priorities effectively in a fast-moving onsite work setting.

Preferred Skills

• Background supporting enterprise-level IT environments.
• Knowledge of network infrastructure, including Wi-Fi and structured cabling.
• Experience with conference room technology and collaborative tools.
• Competency in IT asset management and inventory tracking.

Candidate Profile

The ideal applicant enjoys working closely with users and delivering excellent IT support. A proactive approach, customer-first attitude, and strong troubleshooting abilities to efficiently manage various desktop and endpoint problems onsite are highly valued. If you are enthusiastic about technology and eager to support productivity, this role is fitting for you.