Overview
The IT Support Technician provides first level technical support and day-to-day IT operational support for the assigned site. The position is responsible for troubleshooting and resolving hardware, software, connectivity, and end-user technology issues while supporting the availability, security, and reliability of site IT services.
Responsibilities
Key Responsibilities
- Provide level 1 technical support for computers, laptops, phones, printers, peripherals, applications, and other end-user technologies.
- Troubleshoot and resolve hardware, software, Windows, network connectivity, and application issues.
- Manage and prioritize incidents and service requests through the IT ticketing system.
- Support workstation deployments, replacements, relocations, software installations, and technology rollouts.
- Provide first-line support for site access control and CCTV systems, including basic troubleshooting, monitoring, and user support.
- Assist with routine UPS monitoring, inspections, battery checks, and preventative maintenance activities.
- Support endpoint patching, software updates, security compliance, and remediation of identified issues.
- Maintain accurate IT asset records and assist with asset deployment, inventory verification, transfers, recovery, and disposal.
- Conduct routine checks of IT equipment, technology areas, and site infrastructure.
- Follow established IT security, access control, asset management, and compliance procedures.
- Escalate complex technical, infrastructure, security, or system issues to the appropriate IT team.
- Maintain accurate documentation and provide professional support to employees and stakeholders.
Qualifications
Qualifications and Experience
- Diploma or certification in Information Technology, Computer Science, or a related field.
- Previous experience in an IT support or technical support role preferred.
- Strong knowledge of Windows operating systems, PC hardware, software, and peripherals.
- Working knowledge of Active Directory, Group Policy, software deployment, and basic network troubleshooting.
- Experience supporting users in a fast-paced environment; call center or large enterprise experience is an advantage.
- Basic understanding of networking, VoIP, access control, CCTV, UPS systems, and IT infrastructure.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Excellent verbal and written communication skills.
- Strong customer service skills and the ability to work effectively with users at all levels.
- Ability to prioritize multiple requests and work effectively in a time-sensitive environment.
- Strong attention to detail and commitment to security, compliance, and accurate documentation.
- Ability to work independently while knowing when to escalate issues.
- Willingness and ability to learn new technologies and systems quickly.
Key Competencies
- Technical troubleshooting
- Customer service
- Problem solving
- Attention to detail
- Time management and prioritization
- Security awareness
- Teamwork and collaboration
- Accountability and ownership
- Adaptability and continuous learning
