IT Support Tech I

Central Wire•Pomfret, CT

23h•$25 - $31•Onsite

About The Position

The IT Support Technician provides responsive, hands-on technical assistance that supports the availability, functionality, security, and efficient use of information technology systems across Central Wire locations. As a member of the Business Direct Customer Support Team, the position serves as a first point of contact for user incidents and service requests involving desktop and laptop computers, printers, scanners, Microsoft 365 applications, telephone systems, accounts, and related peripherals. Working primarily from established procedures and under the guidance of the Business Systems Analyst Team and Security and Infrastructure Team, the IT Support Technician I diagnoses routine issues, performs approved configurations and installations, documents work in the ticketing system, and escalates matters requiring advanced analysis or specialized authority. The position also maintains accurate technology records, supports onboarding and user training, assists with technology deployments and projects, and helps maintain an organized inventory of IT equipment.

Requirements

One to three years of IT support, help desk, desktop support, customer service, or systems support experience, or an equivalent combination of education and experience.
Working knowledge of Windows operating-system installation, configuration, and troubleshooting.
Basic working knowledge of Active Directory and Windows domain environments.
Experience supporting Microsoft 365 applications.
Experience with PC hardware installation, build, component replacement, and basic repair.
Basic knowledge of TCP/IP networking concepts and cybersecurity fundamentals.
Strong analytical troubleshooting, organization, documentation, follow-up, and customer-service skills.
Ability to communicate technical information clearly to users with varying levels of technical knowledge.
Ability to work independently within established procedures and collaborate effectively with specialized IT teams.

Nice To Haves

Technical certificate, associate degree, or coursework in information technology, computer systems, networking, cybersecurity, or a related discipline.
Experience supporting users in a manufacturing, multi-site, or international environment.
Experience with an IT service-management or help desk ticketing platform.
Relevant entry- or intermediate-level certification, such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, or an equivalent credential.

Responsibilities

Provide timely, professional first-line technical support to more than 500 users in an international, multi-site environment.
Respond to help desk telephone calls, email requests, and tickets; gather relevant information and determine the nature, urgency, and business impact of reported issues.
Troubleshoot routine hardware, software, connectivity, access, printing, scanning, and peripheral issues using established diagnostic procedures and available knowledge resources.
Assist users with the effective use of approved IT systems, applications, and equipment.
Resolve issues within assigned authority and technical capability; route or escalate complex application, infrastructure, cybersecurity, or recurring issues to the appropriate support group.
Keep users informed regarding ticket status, expected next steps, and resolution.
Create and maintain complete, accurate, and timely ticket records in the established IT service-management system.
Document symptoms, diagnostic steps, actions taken, equipment or systems affected, escalation details, and final resolution.
Monitor assigned incidents and service requests through closure and follow up to confirm an effective resolution.
Create and update knowledge-base articles, build instructions, and repeat-fix documentation when appropriate.
Configure, install, deploy, update, replace, and support desktops, laptops, printers/copiers, telephone equipment, approved software applications, and related peripherals.
Perform basic PC hardware installation, replacement, repair, and bench work within assigned authority.
Assist the Enterprise Software and Security and Infrastructure teams with approved account, user ID, password, access, patching, upgrade, and deployment activities.
Apply cybersecurity fundamentals and promptly report suspected security events, unauthorized access, phishing, malware, or control exceptions through established channels.
Follow change-management, asset-management, security, data-protection, and configuration standards.
Maintain accurate department records, including hardware inventory, software licensing, deployed assets, network or device configuration information, and knowledge-base content.
Maintain appropriate IT hardware stock levels and an orderly, safe bench and storage area in accordance with established guidelines.
Participate in new-employee orientation and provide basic IT training regarding systems access, equipment, security practices, and support procedures.
Assist with IT projects, equipment deployments, site support, system upgrades, and other departmental initiatives as assigned.
Communicate technical issues, ticket flow, project status, risks, and dependencies to members of the support team.
Travel to other CWI locations as required to provide on-site IT support.
Perform other related duties as assigned.