Job Description
IT Support Technician
Job Summary
The IT Support Technician operates under the general supervision of the Supervisor, IT Operations. This role is responsible for providing entry-level technical and administrative support related to the installation, maintenance, and troubleshooting of personal computer systems, primarily supporting remote employees.
The Technician performs Level 1 triage, delivers remote support across Desktop, Software, Telecommunications, Systems, and Networking teams, and handles lower-complexity end-user support issues. The role also includes training employees on company-issued equipment and approved software applications.
Key Responsibilities
- Troubleshoots, configures, and maintains personal computer hardware, software applications, and peripherals.
- Provides technical support to onsite / remote employees, including connectivity and system-related issues.
- Diagnoses and resolves remote access and network connectivity concerns.
- Assists in identifying and resolving voice-quality issues affecting remote staff.
- Creates, manages, and resolves service and incident tickets within FreshService, ensuring accurate documentation and adherence to SLAs.
- Installs and configures Microsoft technologies in accordance with company best practices.
- Troubleshoots Windows 11 operating system issues, including common hardware and software problems.
- Supports telecommunication applications and hardware in coordination with the Telecommunications team.
- Supports Avaya telephony systems and VOIP endpoints, including basic configuration and troubleshooting.
- Communicate effectively with end users, client support personnel, peers, and supervisors to resolve technical issues.
- Maintains accurate IT asset inventory records and participates in hardware and software inventory control and reporting.
- Packages and ships of IT equipment securely to remote employees.
- Ensures compliance with company policies, procedures, and security guidelines.
- Participates in the Desktop team on-call rotation schedule.
- Performs additional duties as assigned.
Required Skills and Qualifications
- Minimum of one (1) year of experience as an IT Support Technician or equivalent experience within an IT or operational support environment.
- Demonstrated ability to troubleshoot and resolve technical issues onsite and remotely.
- Proficiency in Microsoft Office applications, including Word, Excel, OneDrive, and Teams.
- Working knowledge of Microsoft Windows operating systems, PC-based software applications, printers, and basic networking concepts.
- Familiarity with remote support tools (e.g., Bomgar or similar platforms).
- Experience using Freshservice for ticket creation, triage, updates, incident handling, and service request fulfillment.
- Familiarity with Avaya telephony systems and VOIP technologies.
- Working knowledge of identity and access management platforms such as OKTA or similar MFA/SSO tools.
- Basic Active Directory knowledge, including user account lifecycle, password resets, and group membership adjustments.
- Foundational understanding of personal computer hardware and peripherals.
- Ability to diagnose and resolve hardware-related issues, including component-level troubleshooting, repair, and replacement.
- Basic understanding of networking topology, including IP addressing, DNS, DHCP, and LAN/WAN concepts.
- Strong verbal and written communication skills.
- Professional demeanor with the ability to represent the IT department effectively and provide customer-focused support.
- Demonstrated accuracy, reliability, and ability to meet deadlines.
Physical Requirements
- Ability to lift and transport equipment weighing more than 25 pounds on occasion.
- Frequently required to sit, speak, and listen.
- Required to walk, use hands and fingers to operate tools or equipment, and reach with hands and arms.
- Must possess close vision and the ability to adjust focus as necessary for technical tasks.
About the company
At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person's life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.
