Job Description

To provide in person, hands on technical support to users and assist in maintaining the organization’s IT infrastructure. This role offers growth opportunities within the IT Department, ideal for someone who is eager to learn, troubleshoot issues, and support day-to-day IT operations.

Technical Support (Primary Focus)

• Provide hands on support to employees for hardware, software, and basic network issues.
• Respond to support tickets, emails, and phone calls promptly and document all resolutions.
• Assist end-users with the setup of new devices, account access, and troubleshooting common issues.
• Guide users through standard solutions or escalate complex issues to senior administrators.

System & User Administration

• Assist in creating and managing user accounts, passwords, and access permissions.
• Help with routine tasks in Active Directory such as password resets, group membership updates, as well as basic understanding of DHCP and DNS.
• Support the deployment and configuration of workstations, laptops, and mobile devices.

Hardware & Software Management

• Perform routine maintenance on computers, peripherals, printers, and office IT equipment.
• Install authorized software updates and security patches on workstations.
• Maintain accurate records of IT assets and assist with inventory checks.
• Basic operating knowledge of SQL server, .NET (Visual Studios) and Power BI integrations for dashboard creation.

Network Support

• Help troubleshoot basic network connectivity issues (Wi-Fi, VPN, LAN).
• Assist with the setup and testing of network hardware such as switches and access points (under supervision).
• Report on network problems recurring to the senior IT team.

Security & Compliance

• Follow established security policies, including password requirements and data handling procedures.
• Assist with antivirus monitoring, reporting, and basic system security checks.
• Help ensure that workstations are updated and compliant with company IT standards.

Documentation & Learning

• Create and update basic user guides, FAQs, and IT documentation.
• Participate in training to learn new tools, systems, and best practices.
• Support senior IT staff in projects and gain hands-on experience in more advanced administration tasks.

Qualifications

Education & Experience

• Diploma, associate degree, or bachelor’s degree in IT, Computer Science, or related field (or relevant certifications and/or work experience).
• 1–3 years of experience in technical support, helpdesk, or system administration.

Technical Skills

• Strong understanding of Windows 10 and 11; basic knowledge of Windows Server 2016 and higher a plus.
• Familiarity with Microsoft 365, email setups, and standard business applications.
• Knowledge of PC hardware, troubleshooting methods, and simple network concepts.
• Understanding of basic cybersecurity best practices.
• Experience with ticketing systems (e.g., Sysaid, ServiceNow) is a plus.

Soft Skills

• Strong willingness to learn and develop new skills.
• Good communication and customer service skills.
• Problem-solving mindset and attention to detail.
• Ability to follow instructions and work collaboratively with senior IT staff.