IT Support Technician

Summary:

Responsible for maintaining and supporting the company’s technology infrastructure, including hardware, software, peripherals, and mobile devices. Ensure all end-user systems meet company standards and user requirements. Provide technical assistance and support for company-approved applications, troubleshoot and resolve issues, and perform root cause analysis to prevent recurring problems. All responsibilities are carried out in alignment with established company policies, procedures, and standards.

Duties:

IT Help Desk iOS Device Deployment & Mobile Management

• Serve as a point of contact for deploying, configuring, and managing iOS devices across the organization.
• Set up iPhones and iPads according to department-specific needs, including email, app installation, security settings, and user access.
• Enroll and manage devices using the company’s Mobile Device Management (MDM) platform to ensure compliance and streamline updates.
• Troubleshoot iOS-related issues, including connectivity, app performance, and device sync problems.
• Maintain an accurate inventory of all iOS devices and update mobile records for accounting and internal use.
• Provide end-user support and training on iOS features, usage policies, and mobile best practices.

User Support & Troubleshooting

• Investigate and resolve technical issues related to hardware, software, and systems.
• Escalate unresolved or complex issues to senior IT staff as needed.

Case Documentation & Tracking

• Log all support interactions in the IT ticketing system, including detailed issue descriptions and resolutions.
• Update and maintain accurate asset records in Professional Services Automation (PSA) software.
• Device Installation & Configuration

System Imaging & Deployment

• Configure and deploy new desktops and laptops using imaging software to ensure uniformity and quick turnaround for new hires or replacements.
• Install, upgrade, and troubleshoot software applications and operating systems.
• Ensure software is properly licensed and adheres to company policies.

Standard Operating Procedures & Documentation

• Assist in the development of IT knowledge base content for user and team reference.

Inventory & Asset Management

• Organize and track spare equipment, tools, software, and accessories in the Help Desk area.
• Support life-cycle management of IT assets, including procurement and retirement.

Miscellaneous

• Misc. tasks as assigned.

MINIMUM REQUIREMENTS/EXPERIENCE:

• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure and maintain PC, networks and related hardware and software.
• Knowledge of Apple IOS is a plus.
• Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Ability to identify and resolve computer system malfunctions and operations problems.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Working knowledge on Microsoft 365 products and Windows 10/11.

PHYSICAL REQUIREMENTS:

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers, and symbols.
• Frequently required to sit, stand, walk, talk, hear, bend and reach.
• Ability to reach with hands and arms.
• Occasionally lift and/or move up to 50 pounds.
• Work Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.#bandi1