IT Technician

First Orion•North Little Rock, AR

About The Position

First Orion is seeking an experienced IT Technician who reports to the IT Lead. The role ensures internal users, endpoints, applications, access, and workplace technology needs are met so employees can securely and effectively complete corporate goals. The technician works with staff, leaders, vendors, and IT teams to resolve individual and companywide technology issues, maintain operational readiness, and provide a consistent customer experience. The position provides user and executive support through the IT service management process; operates and maintains endpoints and infrastructure; performs approved identity, SaaS, and employee-lifecycle activities; and maintains service delivery documentation and operational controls. The technician follows company policies, security standards, change-management practices, and established IT processes, and participates in associated on-call rotation responsibilities.

Requirements

At least 2 years of experience in an IT service desk, desktop support, technical support, or closely related customer-facing technology role.
Demonstrated ability to independently resolve common user, endpoint, application, and access issues.
Experience installing, administering, supporting, and troubleshooting Microsoft 365 applications, identity and access tasks, SaaS applications, common Windows-compatible software, browsers, collaboration tools, and account lifecycle activities.
Experience provisioning, supporting, troubleshooting, patching, inventorying, and securely retiring Windows and macOS endpoints, peripherals, mobile devices, printers, and conference room technology.
Strong customer service, communication, documentation, organization, and problem-solving skills.
Ability to manage priorities, meet service expectations, validate work, protect confidential information, and appropriately escalate incidents or security concerns.
Reliable, accountable, process-oriented work ethic; strong attention to detail and sound judgment.
Ability to identify process improvements, work effectively during service disruptions, and collaborate across teams.

Nice To Haves

Higher education in Information Technology, Computer Science, Cybersecurity, or a related field.
Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Apple, ITIL, or comparable technical certifications.
Knowledge or experience with O365 administration, Microsoft Entra ID, Intune or other endpoint management platforms, Active Directory, ServiceNow, Atlassian or another ITSM platform, PowerShell or similar automation scripting, AWS, network infrastructure, Microsoft Surface Hubs, conference systems, security camera/NVR systems, and access control systems.

Responsibilities

Provide timely support for hardware, software, accounts, access, printers, mobile devices, video conference systems, collaboration tools, and other workplace technology needs.
Troubleshoot issues through resolution, document work performed, communicate status, and appropriately escalate security or engineering issues.
Order, receive, configure, deploy, maintain, recover, and securely retire Windows and macOS endpoints and peripherals.
Support endpoint governance, hardware and software inventory, endpoint OS and application patch coordination, conference room technology, and access control systems.
Perform approved onboarding, offboarding, and access-change activities.
Support identity and access administration, Microsoft 365, SaaS applications, software licensing, group and role assignments, application access, and account lifecycle tasks while following least-privilege, approval, and documentation requirements.
Meet service-level expectations and maintain accurate tickets, asset records, knowledge articles, procedures, and support documentation.
Follow First Orion policies, security standards, change-management practices, and established IT processes and procedures.
Identify recurring issues, process improvements, automation opportunities, capacity needs, and operational risks.
Participate in associated on-call rotation responsibilities.