IT Services Technician

Our IT Services team is the backbone of our operational efficiency, ensuring seamless connectivity and technical assistance for all our employees, regardless of their location. We are seeking a skilled and helpful IT specialist to join our IT services team. This role provides advanced technical guidance and service to end-users, resolves complex IT issues, and collaborates with Level 1 technicians and senior IT staff to ensure seamless technology operations. The ideal candidate is a problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering outstanding customer service. This is a full-time position, onsite with occasional on-call or after-hours support.

Responsibilities

Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in-person; Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts; Manage and administer user accounts, permissions, and access controls in systems like Active Directory; Assist with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications; Monitor and maintain IT systems, including performing patch management, updates, and basic server administration; Document and update IT service tickets with detailed resolutions and escalate unresolved issues to Level 3 experts or specialized teams; Contribute to and maintain IT knowledge base articles and self-service wikis to enhance user self-sufficiency; Support IT projects, such as system upgrades, migrations, or new technology rollouts; Train and mentor Level 1 technicians, providing guidance on troubleshooting techniques and best practices; Ensure compliance with company IT policies, security standards, and data protection protocols; Provide new hire onboarding and offboarding service support

Requirements

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered; 2-4 years of experience in IT, helpdesk, or a related technical role; Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise software; Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPNs) and basic server administration (Windows Server, Linux basics); Experience with IT service management tools (e.g., ServiceNow, Jira) and ticketing systems; Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud services (e.g., Google Workspace, Microsoft 365) is a plus; Excellent problem-solving, analytical, and customer service skills; Ability to work independently and collaboratively in a fast-paced environment; Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, or ITIL) preferred

Nice to have

Experience with scripting (e.g., PowerShell, Bash,Python) for automation tasks; Knowledge of cybersecurity best practices and tools (e.g., antivirus, endpoint protection); Ability to manage multiple priorities and meet deadlines under pressure

Benefits

equity; comprehensive medical, vision, and dental coverage; access to a 401(k) retirement plan; short & long-term disability insurance; life insurance; various other discounts and perks