IT Support Technician

IT Support Technician The entry-level IT Support Technician is responsible for the day-to-day technology operations across the organization. This role focuses on end-user support, device lifecycle management, and assisting with basic systems and network administration under the guidance of senior IT leadership. The ideal candidate is technically curious, detail-oriented, and eager to grow within an IT environment that values security, reliability, and excellent customer service. To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions. Essential Duties and Responsibilities: End-User Support & Help Desk Serve as a Tier 1 / Tier 2 escalation point for help desk tickets related to hardware, software, and access issues Troubleshoot Windows and macOS devices, printers, mobile devices, and common business applications Document issues, resolutions, and procedures in the ticketing system and internal knowledge base Device & Asset Management Configure, deploy, maintain, and decommission laptops, mobile devices, and peripherals Track IT assets and maintain accurate inventory records Assist with device refresh cycles, replacements, and repairs Systems Administration (Basic) Assist with user account provisioning and access management (e.g., Microsoft 365, email, file access) Support routine administrative tasks such as password resets, group membership updates, and license assignments Monitor systems and escalate issues when necessary Network Administration (Basic) Assist with basic network troubleshooting (connectivity issues, Wi-Fi access, printer networking) Support maintenance of network equipment under supervision Escalate complex networking issues to senior IT staff or vendors Onboarding & Offboarding Support Coordinate with HR to prepare and deliver devices for new hires Ensure timely setup of accounts, hardware, and access prior to employee start dates Assist with offboarding procedures including device collection and access removal Document and Process Improvement Maintain and update internal documentation, procedures, and knowledge base articles Identify recurring issues and recommend process improvements Supervisory Responsibilities: This job has no supervisory responsibilities. Competencies: Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Presents good customer service skills Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans. Shows the ability to prioritize multiple tasks in a fast-paced environment. Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration of their status or position; accepts responsibility for own actions; follows through on commitments. Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in the decision-making process; makes timely decisions. Qualifications: Required: Must be at least 21 years of age To work in office Education/Experience: Associate's or bachelor's degree in IT, Computer Science, or related field 13 years of experience in an IT support or help desk role (or equivalent education/experience) Experience with ticketing systems and endpoint management tools Language Ability: Bilingual in Spanish requested but not required. Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public. Exhibits good listening skills and comprehension. Keeps others adequately informed, and uses appropriate communication methods Mathematical Ability: Ability to perform basic mathematical calculations related to budgeting, inventory tracking, asset management, and reporting. Ability to analyze numerical data and generate simple reports when required. Computer Skills: Proficiency in Microsoft Office (Word, Excel, Outlook, Teams). Basic proficiency in Microsoft 365 administration (user management, licensing, access control). Familiarity with Windows and macOS operating systems. Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi). Proficiency in the use of standard office equipment and IT support tools. Familiarity with ticketing systems (e.g., Jira, Freshservice, ServiceNow, or similar) Basic familiarity with endpoint management or MDM platforms preferred Certificates and Licenses: Entry-level certifications (CompTIA A+, Network+, or similar) Work Environment: Noise Level: The noise level in the work environment is usually moderate, but can elevate loud noises when drilling or mounting equipment. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be regularly required to sit, stand for long periods of time, crawl, kneel or stoop. The employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk. The employee must be able to regularly lift and/or move up to 25 pounds and occasionally up to 40 pounds with assistance when necessary. Specific vision abilities required by this job include close vision. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Marrell Benefits: Medical Dental Vision 401 (k) company matching Paid Time Off (PTO) Paid Holidays Flexible Spending Account Life Insurance Voluntary Life Insurance Employee Assistance Program Employee Wellness Day(s)

Created: 2026-03-05