The IT Support Technician plays a vital role in ensuring the smooth operation of the organization's IT infrastructure and providing technical assistance to users. This role involves a combination of technical expertise, problem-solving skills, and effective communication to address various IT issues and support end-users.

 Key Responsibilities:

User Support

• Respond to user inquiries and technical issues through various communication channels, including email, phone, and in-person, to provide timely and effective technical support.
• Set up new user accounts, manage access permissions, and assist with onboarding and offboarding processes.
• Provide training and guidance to users on basic IT procedures, applications and best practices.
• Provide remote technical assistance to users working off-site or in remote locations.
• Collaborate with IT team on updates to departmental policies and procedures.

Technical Troubleshooting

• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, mobile devices, and other technology equipment.
• Utilize remote support tools to troubleshoot and resolve issues efficiently.

Network Support

• Perform regular maintenance and updates to ensure the security and performance of systems and devices.
• Assist in the planning and execution of IT projects, such as hardware upgrades, software deployments, and system migrations.
• Install, configure, and troubleshoot operating systems, software applications, and peripherals.

Asset Management

• Maintain accurate inventory records for all IT assets including laptops, desktops, monitors, printers, mobile devices, peripherals, and related equipment.
• Receive, tag, track, and deploy IT hardware and accessories in accordance with company asset management procedures.
• Prepare and configure new equipment for deployment, including imaging, software installation, patching, and security configuration.
• Manage equipment lifecycle processes including refresh schedules, replacements, repairs, and secure disposal of retired devices.
• Coordinate warranty repairs, vendor service requests, and equipment returns (RMA) as needed.
• Maintain organized storage of IT inventory and ensure appropriate stock levels of commonly used equipment and supplies.
• Document all asset assignments, transfers, and returns during employee onboarding, offboarding, and internal role changes.
• Ensure company equipment is recovered during offboarding and coordinate secure data wiping and reallocation.
• Support audits by producing asset reports and assisting with reconciliation of physical inventory against system records.

Other

• Collaborate with team members to identify and implement solutions to improve IT processes and systems.
• Maintain accurate records of support requests, resolutions, and inventory changes in the IT ticketing system.
• Perform reporting and audits of systems, services and utilization.
• Stay up to date with industry trends and advancements in technology to contribute to the continuous improvement of the IT support function.

Job Expectations of all employees

• Works with integrity, excellence, and humility to promote teamwork with all colleagues.
• Demonstrates excellent internal and external customer service skills such as friendly greeting, making eye contact, listening attentively, responding in a timely manner, showing respect and empathy, and acting as a role to model peers.
• Attends and actively participates in required meetings and training
• Complies with established policies, procedures, and codes of conduct at all
• Practices and teaches safety awareness. Identifies and reports or corrects any possible safety or environmental issues.

Preferred Qualifications:

• Bachelor’s degree or higher in Information Technology, Computer Science, Cybersecurity or a related field.
• Proven experience in providing technical support to end-users in a professional environment.
• Strong knowledge of Windows operating systems, as well as common software applications.
• Familiarity with troubleshooting hardware and software issues for desktops, laptops, mobile devices, and peripherals.
• Basic understanding of networking concepts (TCP/IP, DHCP, DNS) and protocols.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Customer-focused approach with a commitment to delivering high-quality IT support services.
• Ability to work independently and collaboratively in a fast-paced environment.
• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar are a plus.

An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Travel Time/Commitment

Travel by airplane, automobile, etc., may be required on a regular, as needed basis, in the sole discretion of the Company, on behalf of itself and any affiliated companies, parties, etc., it may represent.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to handle or feel; talk or hear.  The employee is required to stand and walk.  The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to focus.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The Widewaters Group Inc. reserves the right to modify position duties at any time, to reflect process improvements and business necessity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.