IT Support Technician
Location: Hybrid (Irving, TX) Position Type: 6 + month contract to HIRE Experience Level: Entry to Mid-Level (1–3 Years of Experience) Rate: 26.00 /hr. W2
Equipment: Company-provided laptop and hardware essentials Position Summary We are seeking a customer-focused and detail-oriented IT Support Technician to join our technology team. In this hybrid role, you will provide first- and second-line technical support for hardware, software, system, and network issues across the organization. You will assist end users, perform hands-on and remote troubleshooting, maintain IT equipment, and support daily operations to ensure a secure, reliable, and efficient technology environment. Key Responsibilities
Technical Support: Provide first- and second-line support for hardware, software, and network inquiries across Windows and macOS environments.
Troubleshooting: Diagnose and resolve technical problems related to desktops, laptops, mobile devices, printers, peripherals, and business applications.
System & Device Setup: Install, configure, deploy, and maintain computers, mobile hardware, peripherals, and approved software suites.
User Assistance & Access Management: Assist employees with account access issues, password resets, system onboarding/offboarding, and general technology questions.
Ticket Management: Log, track, prioritize, and resolve support tickets within established Service Level Agreements (SLAs).
Maintenance & Updates: Perform routine operating system updates, software patches, hardware checks, and preventative maintenance.
Inventory Management: Track IT hardware inventory, manage equipment assignments, and support asset lifecycle processes.
Network Support: Assist with basic network troubleshooting, local connectivity issues, and device network configurations.
Documentation: Maintain clear, accurate records of technical procedures, system configurations, and support activity logs.
Cross-Functional Collaboration: Partner with IT engineers, system administrators, and security teams to support broader infrastructure initiatives.
Perform all other duties as assigned to support daily business continuity.
Required Qualifications & Experience
Experience: 1–3 years of hands-on experience in IT support, help desk operations, or technical assistant roles.
OS & Hardware Knowledge: Demonstrated experience troubleshooting Windows and/or macOS operating systems, desktop/laptop hardware, mobile devices, and peripherals.
Ticketing Systems: Experience using enterprise ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk, or similar).
Network & Access Basics: Familiarity with user access management, basic network connectivity troubleshooting (Wi-Fi, VPN, LAN), and workstation setup.
Time Tracking: Comfortable recording daily time and support activities accurately into the designated vendor management platform.
Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field (Equivalent hands-on experience will be considered).
Key Skills & Competencies
Technical Troubleshooting: Strong diagnostic skills to identify and resolve common hardware, software, and network issues efficiently.
Customer Service & Communication: Excellent interpersonal and communication skills with a customer-first approach to supporting end users of varying technical abilities.
Time Management: Ability to manage competing priorities, handle multiple support tickets simultaneously, and meet SLA commitments.
Documentation: Strong attention to detail in logging technical notes, updating ticket statuses, and creating user-facing knowledge guides.
Work Environment & Logistics
Schedule: Hybrid work arrangement (combination of in-office support and remote work).
Equipment: All necessary hardware, computer equipment, and peripherals will be provided.
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