IT Support Technician I

Teknor Apex Company•Pawtucket, RI

83d

About The Position

Teknor Apex is hiring an IT Support Technician I to provide first-line technical support and hands-on endpoint services. The role supports Windows workstations and laptops, mobile devices, Microsoft 365 applications, printers and peripherals, VPN connectivity, and other end-user technologies. It also performs endpoint deployment and lifecycle management, approved identity and access management tasks, troubleshooting, and software and application deployment activities. The technician maintains service tickets, asset records, and technical documentation; creates and updates knowledge base articles and procedures; and identifies recurring issues and opportunities to improve processes and the end-user experience. The role follows cybersecurity, asset management, change management, and IT operational procedures, meets established service level agreements, and participates in rotational on-call coverage while collaborating with Infrastructure, Network, Cybersecurity, and Application teams. Work takes place in an office environment and includes frequent endpoint deployment and equipment handling.

Requirements

2–3 years of Service Desk, desktop support, or related technical support experience.
Strong troubleshooting and analytical skills.
Excellent customer service and interpersonal communication skills.
Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
Basic understanding of Active Directory, Microsoft Entra ID, Microsoft Intune, and endpoint management concepts.
Familiarity with Microsoft Intune, PDQ Deploy, or similar endpoint management platforms.
Strong organizational, documentation, and time management skills.
Ability to follow documented procedures while exercising sound judgment.
Ability to work independently and collaboratively within a team environment.
Ability to lift and carry up to 50 pounds.
Ability to perform workstation setups, equipment installations, and office relocations.
Ability to communicate effectively in person, by telephone, and electronically.
Ability to perform time-sensitive troubleshooting activities.

Nice To Haves

Associate degree in Information Technology or a related field preferred.
Relevant technical certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

Responsibilities

Provide first-line support for Windows workstations, laptops, mobile devices, Microsoft 365 applications, printers, peripherals, VPN connectivity, and other end-user technologies.
Perform endpoint deployment and lifecycle activities, including device staging, workstation deployments, hardware replacements, relocations, asset tracking, and equipment recovery.
Perform approved identity and access management tasks, including account unlocks, password resets, and multi-factor authentication support.
Troubleshoot endpoint hardware, operating systems, Microsoft 365 applications, Microsoft Intune, and business application issues; resolve incidents within documented procedures and escalate complex issues as appropriate.
Maintain accurate service tickets, asset records, and technical documentation while meeting established service level agreements.
Create and update knowledge base articles, work instructions, and standard operating procedures.
Identify recurring support issues and recommend improvements through process standardization, better documentation, automation, or endpoint management tools.
Assist with software packaging, application deployment, endpoint configuration, and deployment validation using Microsoft Intune, PDQ Deploy, or other approved platforms.
Follow cybersecurity, asset management, change management, and IT operational procedures.
Participate in rotational on-call coverage and collaborate with Infrastructure, Network, Cybersecurity, and Application teams to resolve customer issues.