IT Support Technician

Euclid Vision Corporation•Sterling, VA

About The Position

At Euclid Vision Group, technology isn't just infrastructure — it's the backbone of how we design, manufacture, and deliver life-changing vision products. We're looking for a Helpdesk Technician who's as comfortable resolving a ticketing queue as they are supporting end users across a dynamic medical device company. This is a hands-on, high-visibility role for someone who loves solving problems and is looking to grow their career in technology.

Requirements

Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, plus 2+ years of IT service desk or helpdesk experience
At least one IT certification completed or in progress (CompTIA A+, MCSA, MCSE, Office 365, Azure, or AWS)
Solid knowledge of Windows and macOS operating systems, networking equipment (switches, routers), and A/V hardware
Familiarity with Microsoft Office 365 and Azure environments
Proficiency with diagnostic utilities such as Sysinternals, Wireshark, Remote Desktop, and similar tools
Understanding of ITIL principles and a quality-first mindset
Strong communicator — written and verbal — with genuine customer service instincts
A fast learner who's detail-oriented, decisive, and comfortable picking up new systems and technologies (including specialized manufacturing tools like topography devices)
Authorized to work for any U.S. employer

Responsibilities

Serve as the first point of contact for technical support requests via phone, email, web portal, and chat — delivering timely, courteous resolutions that keep the business moving
Build genuine rapport with end users, gather the right information, and see issues through from first contact to resolution
Prioritize, document, and escalate incidents according to established SLAs and ITIL best practices
Develop help sheets, knowledge base articles, and FAQs that empower users and reduce repeat tickets
Alert management to recurring issues and contribute to continuous improvement initiatives
Troubleshoot and repair desktops, laptops, printers, and peripherals — including devices on the manufacturing floor when remote tools aren't enough
Set up, configure, and deploy computers and workstations for new and existing users
Perform preventative maintenance on workstations and peripherals; deploy software packages and updates using distribution tools
Support and learn topography installation processes, with opportunity to grow into minor topography device repairs and ongoing maintenance
Provide onsite support for network infrastructure and key business/manufacturing systems, including AMP and NetSuite