IT Support Technician

Position Summary: Serve as the primary on-site technology point of contact for employees. Deliver hands-on support for end users, educate and enable users through training and orientation, maintain accurate records, and drive high customer satisfaction. Conduct routine duties in User Access Management, Maintenance and Security, Inventory and Documentation, and Collaboration and Deployment.

Essential Functions:

1. Provide on-site and remote technical support for end-user devices, business applications, and connectivity; escalate when appropriate.
2. Respond promptly to requests, troubleshoot hardware/software issues, and document symptoms, actions, and outcomes in the ticketing system with clear next steps.
3. Identify recurring issues and recommend preventative improvements to enhance reliability and user experience.
4. Maintain documentation (asset details, configurations, site specifics) and keep it current.
5. Create and update user-friendly how-to guides and knowledge articles to reduce repeat incidents and improve self-service.
6. Communicate effectively and timely with technical and non-technical users.
7. Work and Triage tickets with MSP as needed.
8. Assist with IT projects and group communications.
9. Maintain current technical knowledge and continuously expand skills relevant to the client environment.
10. Perform other related duties as assigned.

Qualifications

Education and Experience:

•Associate’s Degree in Information Technology, Business Management or related field

•2+ years working in Information Technology or related experience.

•Experience in Manufacturing a plus.

Knowledge, Skills & Abilities:

•Proficient in Microsoft Office Applications and Collaboration Tools

•Experience with AI and IT Tools and Applications

•Must be detail oriented

•Excellent organizational and decision-making skills

•Strong listening, verbal and written communication skills.

oBilingual in English/Spanish is a plus.

•Proven understanding of business ethics

•Strong problem solving and investigation skills

•Work with minimal supervision

•Excellent customer service

Licenses/Certificates:

•Preferably one or more: CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, Microsoft Azure Fundamentals, Google IT Support Professional, or similar.

•Valid driver’s license