IT Support Technician

Tiger Fuel Company•Charlottesville, VA

5d•$23 - $26•Onsite

About The Position

The Tiger Family of Brands is seeking a customer-focused and technically skilled IT Support Specialist to provide exceptional day-to-day technology support across our organization. In this role, you'll troubleshoot hardware, software, network, and mobile device issues, support new employee onboarding, maintain IT equipment and security standards, and work closely with team members and vendors to keep our technology running smoothly. If you enjoy solving problems, delivering outstanding customer service, and making a meaningful impact in a collaborative environment, we'd love to have you working with Tiger.

Requirements

At least one year of experience providing IT support
Working knowledge of Windows 11 and macOS, Microsoft 365, and common business hardware and software
Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN) with the ability to troubleshoot common connectivity issues and escalate complex network problems appropriately
Strong analytical skills and technical aptitude; motivated and self-directed
Displays a positive, “can-do” attitude and excellent customer service skills
Passionate about technology and best-in-class internal user support
Able to learn new technologies and stay current on industry standards
Proven ability to provide troubleshooting and assistance to users as needed
Methodical troubleshooter who works toward root cause and recognizes when to escalate
Strong organization and prioritization skills
Good character, strong work ethic, and excellent written and verbal communication skills
Able to multitask in a fast-paced environment and work occasional flexible hours outside of core office hours (Mon – Fri, 8am to 5pm) as needed
Valid driver’s license with good driving record

Nice To Haves

Associate’s degree
CompTIA A+ certification
Additional relevant experience

Responsibilities

Assist in maintaining consistent laptop, desktop, and software standards
Support all aspects of Tiger’s information technology infrastructure and network in order to provide the highest level of customer focus and service availability
Support users by managing and prioritizing help desk/support tickets, including some after hours support which may include nights and weekends
Responsible for resolving end user support requests (including, but not limited to, computers, mobile devices, copiers/printers, phones and software support) and other project work as needed
Maintain and setup conference room equipment and assist with meetings and other events as needed
Establish and maintain positive, effective relationships within the organization and with vendors
Troubleshoot issues methodically, document findings, and escalate to senior IT staff or vendors when appropriate
Research questions using available information resources
Assist with onboarding and offboarding of users, including account setup and deactivation, and hardware provisioning
Perform hardware repair and maintenance
Track hardware and software inventory and assist with equipment lifecycle management
Create and maintain knowledge base articles and internal IT documentation
Support day-to-day security practices, including endpoint protection, password and multi-factor authentication (MFA) assistance, and prompt escalation of suspected phishing or other security incidents
Follow department procedures and protocols for troubleshooting and resolving issues
Work closely with the IT Team, both internal employees and external vendors to fulfill end-user needs
Perform other duties as assigned, with occasional day travel to local Tiger locations