Job Overview We are looking for a proactive, client-focused IT Support Technician to join our technical services team. In this role, you will serve as the first line of defense for internal employees or external clients, resolving hardware, software, and network issues. The ideal candidate thrives in a fast-paced environment, combines strong technical troubleshooting with clear communication, and takes pride in keeping systems running smoothly. Key Responsibilities Provide Tier 1 and Tier 2 technical support via ticketing system, phone, remote control, and in-person visits. Diagnose and resolve hardware, software, operating system (Windows/macOS), and peripheral issues. Set up, deploy, and maintain desktop PCs, laptops, mobile devices, printers, and workstation accessories. Manage user onboarding and offboarding, including account creation, permissions, and email configuration in Microsoft 365 or Google Workspace. Troubleshoot local area network (LAN), Wi-Fi, VPN, and basic VoIP phone connectivity. Maintain clear documentation for system configurations, inventory logs, and troubleshooting procedures. Escalate complex network or infrastructure issues to senior engineers as appropriate. Qualifications & Requirements Experience: 1--3 years of experience in an IT Helpdesk, Desktop Support, or Service Desk role. Technical Proficiency: Hands-on knowledge of Windows 10/11 and macOS operating systems. Experience with cloud platforms (Microsoft 365, Entra ID/Active Directory, Google Workspace). Familiarity with ticketing systems (e.g., ServiceNow, Jira, ConnectWise, Freshdesk) and remote monitoring/management (RMM) tools. Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs, routers, and switches). Certifications (Preferred but not required): CompTIA A+, Network+, Security+, or Microsoft Certified Fundamentals. Soft Skills: Outstanding communication skills, strong problem-solving abilities, and a patient, user-first attitude. Physical Demands: Ability to lift up to 40 lbs. (servers, monitors, desktop towers) and move cables under desks or in server closets.