Reporting to the Vice President, IT, we are recruiting for a a proactive and customer-focused IT Support Technician (Level I) functioning as the first point of contact for users experiencing technical issues. The IT Support Technician will be responsible for basic troubleshooting, resolving common problems, and escalating more complex issues as needed.

Key Responsibilities & Tasks:

• Serve as the first point of contact for IT support requests through the IT ticketing software, phone, or in-person, ensuring all requests are logged and tracked.
• Resolve common hardware, software and network issues.  Provide guidance on routine problems and assist users with basic technical questions.
• Monitor system alerts and notifications.  Perform initial diagnostics to identify and address issues.
• Coordinate new hire set-up with Human Resources and the hiring manager. Assist with the setup, configuration, and maintenance of user workstations, including installation of software and peripheral devices. 
• Maintain accurate and detailed records of support interactions and resolutions.  Update and manage knowledge base articles for common issues.
• Identify and escalate complex issues to the Vice President, IT or designate.  Follow-up with users to ensure issues are resolved to their satisfaction.
• Provide basic training and guidance to end-users on standard software application and IT best practices.
• Assist in managing IT inventory, including tracking and maintaining hardware and software assets.
• Perform other duties outside their scope of work as assigned and required.

Qualifications & Competencies:

• High school diploma or equivalent; Associate’s degree in Information Technology or a related field is preferred
• Previous experience in a customer service or technical support role is preferred
• Basic understanding of operating systems (Windows, macOS) and common office applications
• Strong problem-solving skills and the ability to diagnose and resolve technical issues
• Excellent communication and interpersonal skills, with a focus on customer service
• Ability to work independently and handle multiple tasks effectively
• Able to demonstrate logical thinking, problem solving and decision-making skills
• Able to exercise sound judgment, is self-motivated, with the ability to prioritize key requirements in a fast-paced and demanding environment

We thank all those who have shown interest in this position, however only those being selected for an interview will be contacted.