IT Services Technician

Responsibilities

• Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in person.
• Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts.
• Manage and administer user accounts, permissions, and access controls in systems such as Active Directory.
• Assist with the deployment, configuration, and maintenance of desktops, laptops, servers, peripherals, and software applications.
• Monitor and maintain IT systems, including patch management, updates, and basic server administration.
• Document and update IT service tickets with detailed resolutions; escalate unresolved issues to Level 3 experts or specialized teams.
• Contribute to IT knowledge-base articles and self-service wikis.
• Support system upgrades, migrations, and new technology rollouts.
• Train and mentor Level 1 technicians on troubleshooting techniques and best practices.
• Ensure compliance with IT policies, security standards, and data protection protocols.
• Provide new-hire onboarding and offboarding support.

Requirements

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered.
• 2–4 years of experience in IT, helpdesk, or a related technical role.
• Strong knowledge of Windows, macOS, Microsoft Office Suite, and common enterprise software.
• Proficiency troubleshooting network issues involving TCP/IP, DNS, DHCP, and VPNs.
• Basic server administration experience with Windows Server and Linux.
• Experience with IT service management and ticketing tools such as ServiceNow and Jira.
• Excellent problem-solving, analytical, and customer service skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Nice to Have

• Familiarity with VMware, Hyper-V, Google Workspace, or Microsoft 365.
• Certifications such as CompTIA A+, Network+, Microsoft Certified Professional, or ITIL.
• Scripting experience with PowerShell, Bash, or Python for automation.
• Knowledge of cybersecurity best practices, antivirus, and endpoint protection.
• Ability to manage multiple priorities and meet deadlines under pressure.

Compensation and Benefits

• Base salary: $68,400–$102,600 USD
• Equity
• Medical, vision, and dental coverage
• 401(k) retirement plan
• Short- and long-term disability insurance
• Life insurance
• Additional discounts and perks