Job Description

• Install, configure, and maintain hardware and software components on company devices.
• Provide timely and effective technical support to end-users through various communication channels (in-person, remote, email, phone).
• Diagnose and resolve hardware and software problems, ranging from basic issues to complex technical challenges.
• Assist in the setup and configuration of new workstations, including user accounts, email, and necessary applications.
• Respond to and prioritize support requests based on urgency and impact on business operations.
• Troubleshoot network connectivity and printer-related issues.
• Maintain accurate records of hardware inventory.
• Educate end-users on basic troubleshooting techniques and best practices to minimize technical issues.
• Contribute to the development of documentation and guides for common technical procedures.
• Maintain accurate records of user-reported issues, troubleshooting steps taken, and problem resolution outcomes in a ticket tracking system.

• Must have valid state issued driver’s license. If required to travel, will drive a company vehicle.
• High school diploma or equivalent; associate or bachelor’s degree in a relevant field preferred.
• Proven experience (2 years) as a workstation support technician or in a similar technical support role.
• Proficiency in diagnosing and resolving hardware, software, and network issues in a Windows environment.
• Familiarity with DNS, Active Directory (what it does and how it works), and VPN.
• Excellent communication skills, both verbal and written, with a customer-oriented approach.
• Strong problem-solving skills and the ability to think critically under pressure.
• Prior customer service experience including face to face and via phone.