IT Support Technician

IT Support Technician

What You'll Do

• Provide hands-on technical support for hardware, software, endpoints, peripherals, printing, workstation configurations, and connectivity issues.

• Troubleshoot Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.

• Troubleshoot intermediate virtual desktop infrastructure (VDI) issues.

• Independently diagnose complex issues involving specialized engineering applications such as Autodesk, Bentley, Bluebeam, and similar software.

• Troubleshoot application errors, licensing issues, configuration problems, and workstation dependencies.

• Use structured troubleshooting techniques, system and application logs, and technical documentation to identify root causes across multiple technologies.

• Own complex and escalated tickets through resolution while maintaining accurate documentation and meeting service-level expectations.

• Communicate technical information clearly and professionally to both technical and non-technical users.

• Serve as a technical resource for other IT Support Technicians, sharing knowledge and assisting with onboarding and training.

• Document recurring solutions and contribute to internal knowledge-base resources.

• Identify support trends and recommend improvements to IT processes and services.

• Collaborate with infrastructure, applications, endpoint, asset management, and other IT teams when issues require cross-functional support.

• Participate in an IT on-call rotation.

• Assist with office moves, workstation deployments, endpoint changes, special projects, and other technology initiatives.

• Follow established IT security, compliance, and organizational standards.

What We're Looking For

The ideal candidate combines strong technical troubleshooting skills with a customer-focused approach and the ability to independently work through complex problems.

You'll bring:

• Professional experience providing technical or desktop support in an enterprise or professional environment.

• Experience troubleshooting issues that extend beyond basic help desk procedures.

• Strong analytical and problem-solving skills.

• Working knowledge of Windows environments, endpoint hardware, Microsoft 365, VDI, networking, connectivity, and peripherals.

• Experience supporting specialized business or engineering applications is highly valued.

• The ability to determine whether an issue originates with an application, endpoint, network, user configuration, or underlying infrastructure.

• Strong ticket ownership, prioritization, documentation, and escalation skills.

• Excellent communication and customer-service skills.

• The ability to work independently while collaborating effectively with a broader IT team.

• A commitment to continuous learning, knowledge sharing, security, and process improvement.

Relevant education, technical training, certifications, or an equivalent combination of education and professional experience will be considered.