IT Services Technician

Details

Our IT Services team ensures seamless connectivity and technical assistance for employees regardless of their location. This full-time, onsite role provides advanced technical guidance and service to end users, resolves complex IT issues, and collaborates with Level 1 technicians and senior IT staff. Occasional on-call or after-hours support may be required.

Responsibilities

• Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in person.
• Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts.
• Manage and administer user accounts, permissions, and access controls in systems such as Active Directory.
• Assist with the deployment, configuration, and maintenance of desktops, laptops, servers, peripherals, and software applications.
• Monitor and maintain IT systems, including patch management, updates, and basic server administration.
• Document and update IT service tickets with detailed resolutions, escalating unresolved issues to Level 3 experts or specialized teams.
• Contribute to and maintain IT knowledge base articles and self-service wikis.
• Support IT projects, including system upgrades, migrations, and new technology rollouts.
• Train and mentor Level 1 technicians on troubleshooting techniques and best practices.
• Ensure compliance with company IT policies, security standards, and data protection protocols.
• Provide new-hire onboarding and offboarding support.

Requirements

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience is considered.
• 2–4 years of experience in IT, helpdesk, or a related technical role.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise software.
• Proficiency troubleshooting network issues involving TCP/IP, DNS, DHCP, and VPNs.
• Basic server administration knowledge, including Windows Server and Linux.
• Experience with IT service management tools such as ServiceNow and Jira, as well as ticketing systems.
• Familiarity with virtualization technologies such as VMware and Hyper-V, and cloud services such as Google Workspace and Microsoft 365, is a plus.
• Excellent problem-solving, analytical, and customer service skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional, or ITIL are preferred.

Preferred Skills And Experience

• Experience with scripting for automation tasks using PowerShell, Bash, or Python.
• Knowledge of cybersecurity best practices and tools, including antivirus and endpoint protection.
• Ability to manage multiple priorities and meet deadlines under pressure.

Benefits

• Equity.
• Comprehensive medical, vision, and dental coverage.
• 401(k) retirement plan.
• Short- and long-term disability insurance.
• Life insurance.
• Various discounts and perks.
• Equal opportunity employer.