Support Technician

Overview

The Support Technician is a versatile and customer-focused role responsible for resolving basic to intermediate technical issues and assisting with various IT projects. This position supports users with hardware, software, network, and peripheral technologies, including installation, troubleshooting, upgrades, and routine maintenance.

Compensation & Benefits

Position Type: Hourly + Bonus Program

Pay Scale:

- Support Technician I: $20.83hour

- Support Technician II: $25.00/hour

- Support Technician III: $30.00/hour

Bonus Program: Eligible for profit sharing and up to three weeks of additional paid time off, based on performance.

Benefits: Includes Medical, Dental, Vision, Life, Disability, and 401(k) plans.

Key Responsibilities

· Deliver outstanding customer service by responding to support tickets promptly and setting clear expectations for resolution timelines.

· Diagnose and resolve hardware and software issues via in-person, phone, or remote support.

· Build, install, and upgrade systems and peripherals; optimize configurations and securely dispose of outdated equipment.

· Set up workstations, including cabling, OS installation, and software configuration.

· Use documented procedures and tools to analyze and resolve technical problems.

· Follow established IT policies and best practices.

· Maintain positive relationships with users and team members.

· Work independently and collaboratively to address onsite support needs.

· Document internal procedures in the knowledge base.

Required Qualifications

· Experience in IT support roles, including help desk and desk-side support.

· Familiarity with IT ticketing systems and infrastructure platforms.

· Proficiency in maintaining and supporting hardware/software systems.

· Familiarity with running PowerShell scripts.

· Ability to manage ticket escalations and warranty service processes.

· Administrative knowledge of Active Directory.

· Strong interpersonal, communication, and problem-solving skills.

· Willingness to travel up to 10%, participate in on-call rotations, and work flexible hours.

· Physical ability to lift up to 50 pounds.

Preferred Qualifications

· Associate’s or bachelor’s degree in Computer or Information Science.

· Technical certifications such as A+, Network+, MCSE, MCP, or CCNA.

· Experience with Microsoft Office 365 and/or Azure administration.