IT Support Technician

IT Support TechnicianThe IT Support Technician reports to the Director of Information Systems and is the primary point of contact for end-user technical support across SEA offices and partner operations at SEA properties, including the David L. Lawrence Convention Center (DLCC). This role provides hands-on support for desktops, servers, Microsoft 365, network equipment, and other SEA systems. The position combines help desk support with day-to-day systems administration to keep users productive and core systems running.Duties and Responsibilities:Provide help desk and on-site support to SEA staff and partner organizations, including the DLCC facility operator, DLCC Food and Beverage operator, parking operator, and other management companies at SEA properties.Diagnose and resolve hardware, software, email, network, and account issues by phone or in person.Train new and existing users on computers, Microsoft 365, network access, internet use, and telephone/voicemail systems.Maintain records of support requests, problems, resolutions, and installation activity.Refer major hardware or software failures to vendors or outside technicians when needed.Install, configure, maintain, and repair PCs, laptops, printers, scanners, and related peripherals.Perform software installation, updates, and minor repairs according to established standards.Assist with technology purchasing and deployment of new equipment.Assist with administration of user accounts, permissions, and access to applications, shared resources, and systems.Administer and support Microsoft 365 services used by SEA, including email, user access, and related productivity tools.Support the daily operation of servers and related systems.Administer and support network equipment, including switches and firewalls.Support other SEA systems as assigned, including telephone systems and website-related tasks.Monitor system performance and help maintain reliable day-to-day operation of SEA technology.Read technical documentation, run diagnostics, and work with users and vendors to resolve issues.Perform other duties as assigned.Qualifying Requirements:Associate degree in computer science, information technology, or a related field; or equivalent related experience preferred (approximately four years).At least one year of experience supporting PCs, servers, networks, and end users.Experience with Microsoft 365 administration is preferred.Experience with firewalls, switches, and server support is preferred.Experience with Kaseya or other RMM is preferred.Certifications are a plus.Knowledge, Skills, and Abilities:Working knowledge of Microsoft operating systems, Microsoft 365, and email systems.Familiarity with desktop support, LAN/WAN environments, servers, and phone systems.Strong troubleshooting, documentation, and customer service skills.Ability to work independently and with users who have varying levels of technical experience.Ability to work a flexible schedule, including occasional evenings and weekends.Position Working Conditions/Physical Demands (Included but are not limited to):Extensive sitting, focusing on and operating a personal computer for much of the day.Walking through facilities to problem areas.Ability to read printed words and numbers in printed form and on computer/terminal monitor.Communicate by telephone for up to 30 minutes at a time on a daily basis.Occasional lifting up to 50 lbs.Working Environment/Conditions:Office environment.Occasional travel to different local facilities.40 hours per week (occasional night/weekend support)Must have own transportation (traveling between locations is required), including a valid driver's license.Residency Requirement:Must live or be willing to relocate to Allegheny CountySalary: $45,000-$55,000/year