POSITION TITLE: I.T. Support I

F.L.S.A. STATUS: Non-Exempt

REPORTS TO: I.T. Support Manager

Summary of Position

IT Support I is responsible for providing technical assistance and support to end-users, troubleshooting hardware and software issues, and maintaining the organization's IT infrastructure. This role involves responding to IT help desk inquiries, resolving problems, and ensuring smooth operations of computer systems, networks, and related technologies.

Salary Range

* Salary range for this role is $34k-$49k per year

Essential Job Functions

• Respond to and resolve IT support tickets, incidents, and service requests in a timely and professional manner.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Troubleshoot and diagnose hardware and software issues on desktops, laptops, printers, and other devices.
• Collaborate with other IT team members to identify and resolve complex technical problems.
• Assist in the administration and maintenance of servers, networks, and related systems.
• Set up and manage user accounts, permissions, and access controls.
• Ensure data security and confidentiality by implementing appropriate measures.
• Provide training and support to end-users on various applications and technologies.
• Perform regular system backups and ensure data recovery procedures are in place.
• Stay updated with the latest IT trends and technologies to improve support services.
• Assist in IT projects, upgrades, and system deployments as needed.
• Document and maintain IT processes, procedures, and troubleshooting guides.
• Adhere to IT policies, standards, and best practices.

Required Qualifications:

• Associate’s degree in information technology, a related field or equivalent work experience.
• Proven experience in providing IT support and troubleshooting technical issues.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with computer hardware, networking, and software applications.
• Excellent problem-solving and analytical skills.
• Effective communication and customer service abilities.
• Ability to work independently and as part of a team.
• Strong attention to detail and ability to prioritize tasks.

Preferred Qualifications:

• Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP) a plus but not required.
• Knowledge of Active Directory and network protocols.
• Familiarity with cloud-based services like Office 365 or Google Workspace.
• Basic understanding of IT security principles and practices.

Physical Demands

• Ability to lift and carry computer equipment, up to 65 pounds.
• Extended periods of sitting and working on a computer.
• Manual dexterity for handling small components and devices.
• Ability to move between workstations and IT equipment locations.

Working Conditions:

• Office environment with regular exposure to computers and technical equipment.
• Interaction with end-users, including occasional high-pressure situations.

Travel Requirements:

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Work Schedule:

Monday- Friday; 8:30 am- 5:30 pm

Monday- Friday; 10:00 am – 7:00 pm rotating shift

Saturday; 8:00 am – 12:00 pm rotating shift

The above description outlines the most significant job functions performed but may include other similar functions or assignments not specifically mentioned.