IT Support Technician

Allan Myers•Worcester, PA

About The Position

Position Summary: The Support Technician serves as the first point of contact for technical support and provides assistance to users with a wide range of IT issues. This role emphasizes delivering high-quality customer service, troubleshooting, and escalating complex problems when necessary. As an entry-level position, it offers opportunities to build IT knowledge and technical skills while contributing to the organization’s IT operations. Responsibilities: Technical Support and Troubleshooting: Assist users with login and password resets, printer/scanner installation, SharePoint/OneDrive connectivity, CMIC access, VPN connectivity, network performance issues, and mobile device deployment. Perform basic system diagnostics and troubleshooting for computers, tablets, phones, and printers to resolve performance or connectivity issues. Execute initial triage for user-reported issues, categorize and prioritize tickets based on business and user impact, and escalate unresolved issues to higher tiers of support. Equipment and Software Support: Install, configure, and perform routine maintenance on hardware and software. Assist users with software requests and deployments, ensuring proper configuration and functionality. Update IT Asset Management System for hardware provisioning, reallocation and decommissioning. Incident Management: Log and track user issues within the incident management system. Provide timely updates and communication with users on the status of their requests or incidents. Customer Service: Deliver exceptional customer service, ensuring user concerns are addressed professionally and efficiently. Maintain strong verbal and written communication while interacting with operations, field employees, and executives.

Requirements

0–3 years of experience in an IT support role or relevant internship.
Proficiency with incident management systems and service reporting metrics.
Knowledge of Microsoft productivity tools, operating systems, and networking technologies (e.g., Cellular, WLAN, Ethernet).
Familiarity with scripting tools for administrative tasks and security suites for Unified Threat Management.
Strong customer service, problem-solving, and decision-making abilities.
Excellent communication and interpersonal skills to build trust and provide clear guidance.
Adaptable, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
Integrity, confidentiality, and ethical conduct.
Effective time management and the ability to work under pressure.
Strong listening, negotiation, and conflict-resolution skills.

Nice To Haves

Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
Entry-level certifications such as CompTIA A+ are beneficial.
Pursue additional certifications (e.g., ITIL, CompTIA Network+) to enhance qualifications and career advancement.

Responsibilities

Assist users with login and password resets, printer/scanner installation, SharePoint/OneDrive connectivity, CMIC access, VPN connectivity, network performance issues, and mobile device deployment.
Perform basic system diagnostics and troubleshooting for computers, tablets, phones, and printers to resolve performance or connectivity issues.
Execute initial triage for user-reported issues, categorize and prioritize tickets based on business and user impact, and escalate unresolved issues to higher tiers of support.
Install, configure, and perform routine maintenance on hardware and software.
Assist users with software requests and deployments, ensuring proper configuration and functionality.
Update IT Asset Management System for hardware provisioning, reallocation and decommissioning.
Log and track user issues within the incident management system.
Provide timely updates and communication with users on the status of their requests or incidents.
Deliver exceptional customer service, ensuring user concerns are addressed professionally and efficiently.
Maintain strong verbal and written communication while interacting with operations, field employees, and executives.