Information Technology Support Technician

Traveling Computers, Inc.

Key Responsibilities

• Technical Support
• Provide first-level remote and occasional on-site technical support for end users.
• Troubleshoot desktop and laptop hardware issues.
• Perform PC component replacement and basic hardware repairs.
• Install, configure, and update operating systems and software applications.
• Perform malware and virus remediation using approved security tools.
• Support printers, peripherals, mobile devices, and standard office equipment.
• Assist users with Microsoft 365 account and application issues.
• Perform basic troubleshooting for connectivity and workstation-related network issues.
• Deploy and configure endpoint protection software including SentinelOne.
• Ticketing & Escalation
• Accurately document troubleshooting steps, resolutions, and customer interactions.
• Prioritize and triage incoming service requests according to company procedures.
• Escalate unresolved or advanced technical issues to higher-level technicians.
• Maintain ticket ownership and follow-through during the escalation process.
• Customer Service & Communication
• Deliver professional, customer-focused support in person, by phone, and remotely.
• Communicate technical information clearly to non-technical users.
• Maintain positive client relationships while managing multiple requests.
• Support consulting engagements through professionalism and responsiveness.

Requirements & Tech Stack

• Windows operating systems
• PC hardware components
• Microsoft 365
• Malware remediation
• Remote support tools
• SentinelOne
• Strong customer service and communication skills
• Ability to follow documented procedures and escalation processes
• Valid driver’s license and reliable transportation for occasional client visits

Qualifications

• 0–2 years of IT support experience or equivalent technical training.

Preferred Qualifications

• CompTIA A+ certification
• Experience with:
• Microsoft 365 administration
• Endpoint security platforms
• Ticketing systems
• Basic networking concepts
• Prior experience in a help desk, break/fix, or MSP environment.

Physical Requirements

• Ability to lift and move computer equipment up to 50 lbs.
• Ability to work under desks and in confined technical spaces.
• Occasional ladder use and equipment installation.