IT Support Technician

IT Support TechnicianThe IT Support Technician will be responsible for providing technical support and assistance to employees by troubleshooting hardware, software, and network-related issues. This role will help maintain and support the organization's IT systems, assist with system setup and maintenance, and ensure technology resources are functioning efficiently. The IT Support Technician will work closely with teams across the organization to resolve technical problems, support daily operations, and help implement technology solutions that improve productivity. The ideal candidate will be detail-oriented, proactive, and passionate about technology, with strong problem-solving and communication skills. This position reports directly to the Director of Finance and Operations.Responsibilities:Build upon a positive culture and are well versed and educated advocates of improving the end-user's IT support experienceContinuously document and improve on current operational processes while providing operational supportEnd-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 10% and PC 90%) to include desktops, laptops, printers and mobile appsRespond to end-user product related questions for all supported hardware, software and applicationsUnderstand and maintain/outperform service levels establishedProvide Level I and II support via phone, email and potentially on-site at client locations to support service needs as requiredMaintain various messaging systems and client platforms (Email, Slack)Manage user accounts, permissions, email, anti-virus and anti-spamEfficiently diagnose, troubleshoot and resolve technical issues at desktop levelProvide on-site technical support that may involve but not limited to; installation of hardware or systems, software, network and communications devicesMonitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and criticalityModify configurations, utilities, software default settings, etc. for the local workstationAdminister and manage new user account creationAdminister and manage Active Directory database making sure to keep it updated at all times.Requirements:At least 2 years' experience in a customer facing deskside support/end user computing roleBachelor's Degree in computer science, MIS or relevant field is requiredMust have excellent communication skills, positive attitude and be engaging with end-usersExperience with MAC, Microsoft® OS and Microsoft Office® applicationsExperience with problem solving in a support-oriented environmentUnderstanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applicationsExceptional soft skills and troubleshooting skillsTeam player, good communicator, self-directed work styleThe ability to communicate politely, clearly and effectively with internal customers at a high level such as senior management on matters of a technical and/or complex natureDesire to contribute to a fast paced, growth-oriented companyStrong attention to detail and the ability to determine the root cause of the problemExcellent organizational & interpersonal skills with attention to detail