Summary

The IT Support Technician provides both remote and on-site technical support to end users, ensuring high-quality, timely, and efficient resolution of hardware, software, and network issues. This role demands a detail-oriented, accommodating, and analytical individual capable of consistent, precise work within well-defined processes. The technician will be responsible for supporting and administering Microsoft 365 services, managing devices via Intune MDM, and executing new user onboarding. The environment is stable, with a focus on process adherence, clear communication, and effective collaboration.

Responsibilities

End-User Support

· Provide prompt, courteous, and accurate technical support for desktop, laptop, and mobile devices via remote tools and in-person

· Troubleshoot and resolve issues related to hardware, software, mobile devices, network connectivity, printers, and peripherals

· Guide users in the effective use of Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.)

· Installation, maintenance, and troubleshooting of company printers and copiers

· Document all support activities, ensuring logs, records, and incident tickets are thorough and accurate

· Participate in asset management, including laptop/ mobile purchasing, deployment, and lifecycle management

Microsoft 365 Administration

· Assist with user account management in Microsoft 365/ Entra ID, including password resets, license assignments, and group membership

· Support users in accessing and utilizing Microsoft 365 cloud services and resources

· Assist with the setup and administration of shared mailboxes, distribution lists, and Teams channels

Intune Mobile Device Management (MDM)

· Enroll, configure, and support mobile devices using Microsoft Intune MDM

· Apply and troubleshoot device compliance policies, application deployments, and security configurations

· Support end users in device enrollment and remediate Intune-related issues

New User Setup & Onboarding

· Assist with phishing report investigation and mitigation

· Prepare and configure workstations, mobile devices, and user profiles for new hires

· Complete the onboarding process, including provisioning Microsoft 365 accounts, Intune enrollment, and permissions setup

· Assist users with badge access, to include creation, reissue, programming access, etc.

· Deliver orientation and basic training for new users on company systems and Microsoft 365 tools

General IT Operations

· Organize, prioritize, and manage multiple support requests and administrative tasks to meet established SLAs and deadlines

· Escalate unresolved or complex issues to senior IT staff as required and follow up to ensure a timely resolution

· Assist in inventory management, maintenance, and documentation of IT assets

· Participate in departmental training, continuous improvement initiatives, and performance monitoring

· Support care and maintenance of hardware, reporting malfunctions, and ensuring prompt corrective action

Compliance & Reporting

· Prepare and maintain accurate operational and compliance documentation, including reports, logs, and checklists

· Ensure all work complies with internal standards, policies, and procedures

Other Responsibilities

· Participate in any on-call rotation to handle after-hours support when required

· Physical demands include long hours sitting, prolonged computer use, standing, pulling/pushing, walking, lifting, and climbing

· Other duties, activities, and responsibilities may vary and change as assigned

Qualifications

· Associate degree in Information Technology, Computer Science, Information Systems, or a related field

· Job requires advanced computer proficiency and intermediate critical thinking skills

· Relevant work experience and/or IT certifications may substitute for formal education

Skills & Competencies

· Proficient in Microsoft 365 administration and user support

· Familiarity with Microsoft Intune MDM and device lifecycle management

· Strong analytical, troubleshooting, and documentation skills

· Excellent communication and interpersonal skills

· Ability to deliver accurate work under deadlines and manage multiple priorities

· Commitment to maintaining a stable, process-driven, and service-oriented IT environment