IT Technical Support Technician

About the Role

This position is ideal for beginning IT professionals looking to gain hands-on training and real-world experience in a welcoming and engaging IT service environment. The primary goal is to ensure clients are safe, secure, and frustration-free.

Key Responsibilities

• Customer Service & Help Desk Support
• Acknowledge and resolve Help Desk Tickets.
• Provide clients with a quick, friendly, helpful, and respectful experience.
• Offer basic remote troubleshooting.
• Perform basic remote hardware maintenance and support.
• Provide on-site troubleshooting assistance to clients and senior technicians.
• Assist with on-site installation and removal of equipment for clients and senior technicians.
• Perform on-site hardware maintenance and support.
• Ticketing System Management
• Utilize the Ticketing System to work on and resolve tickets and service requests.
• Manage and document all work through the Ticketing System.
• Ensure client documentation is continuously maintained.
• Triage and split tickets with multiple issues into individual tickets.
• Keep clients informed of progress to prevent stale tickets.
• Monitoring & Management Tool Usage
• Proactively review the RMM dashboard and apply remediation actions according to processes.
• Review regularly scheduled/automated actions indicated by processes.
• Project Assistance
• Assist in delivering projects either on-site or remotely when required.
• PSA & RMM Development
• Use the PSA to manage and monitor all client-facing activity.
• Develop and use the PSA to introduce new processes.
• Continuously seek ways to improve the Ticketing System.
• Introduce/expand automation of business processes.
• Review RMM policies to ensure adequate patching and monitoring.
• Assist with monitoring updates and upgrades to prevent RMM issues.
• New Product & Service Introduction
• Evaluate and test new services with the technical team before client launch.
• Assist in managing and overseeing the rollout of new technologies/services.
• Assist in retiring obsolete technologies/services.
• Analyze business impact to clients when adding or removing technologies.
• Communication, Reporting & Risk Management
• Escalate tickets requiring senior-level technical support.
• Communicate ticket status to clients, notifying them of changes, blocks, or outages.
• Create and improve Knowledgebase documents and SOPs.
• Identify, communicate, and mitigate potential risks to senior technicians and clients.
• Teamwork & Collaboration
• Support the team and clients with unusual/high-level issues.
• Escalate unusual/high-level issues to senior technicians.
• Follow provided schedules and Standard Operating Procedures.
• Adhere to all security procedures and remain vigilant for security issues.
• Identify opportunities for improvement and contribute to innovative change.
• Undertake other duties as required.

Requirements & Tech Stack

• Skills & Attributes
• Ability to solve problems and challenges.
• Great communication skills, founded in being a good listener.
• Basic understanding of support tools, techniques, and technology usage.
• Intermediate understanding of operating systems, business applications, printing systems, and network systems.
• Basic diagnosis skills for end-user hardware & software and network devices.
• Basic experience and understanding of structured cabling.
• Basic experience installing and maintaining networking and VoIP equipment.
• Basic experience and knowledge of working with the Microsoft 365 Platform.
• Basic experience in clean workstation installations.
• Basic experience working with vendors for expedited troubleshooting.
• Ability to type quickly and accurately while talking on the phone.
• Desire to deliver an amazing client experience.
• Basic knowledge of IT applications, software & hardware.
• Ability to communicate effectively ("speak both Geek and human").
• Driver's license.
• Ability to adapt to the fast-paced IT world.
• Nice to Have
• Experience using a Ticketing system / RMM Tool and PSA software.
• Experience providing support via remote tools.
• Experience handling Technical Service Tickets.
• Skills in Strategic & Resource Planning.
• Professional IT Certifications (e.g., CompTIA A+, CompTIA Network+).
• Client Experience Certifications (e.g., Helpdesk Habits).
• Experience working on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Career Growth & Perks

• Career Growth
• Ideal for individuals looking to break into the IT field (Cybersecurity, Client Support, Engineering, Consultation).
• Exposure to both the client and managed sides of IT.
• On-the-job training, education, and certification support provided.
• Perks
• Weekly incentives for reaching team and company goals.
• Easy-going environment and culture.
• Flexibility to work from home one day a week (after trial period).
• Guided training to develop skills and earn industry certifications (training and exams are paid for).