IT Support Technician, Cargomatic

• Candidates typically need a basic understanding of operating systems (e.g. , Windows, macOS), networking fundamentals, and common software (e.g. , Microsoft Office, Google Workspace)
• Strong problem-solving skills, attention to detail, and the ability to communicate technical concepts to non-technical users are essential
• Experience with ticketing platforms such as ServiceNow, Zendesk, or Jira, along with remote desktop tools, is highly beneficial
• Qualifications often include a high school diploma or equivalent, with an associate’s degree in IT or related certifications
• Entry-level experience (1-2 years) in a helpdesk or technical support role
• Strong understanding of Microsoft 365 and Google Workspace administration and support tools
• Hands-on experience with Windows and macOS systems
• Strong written and verbal communication skills
• Strong troubleshooting and problem-solving abilities
• Excellent customer service and interpersonal skills

Desirable

• The IT Support Technician plays a key role in supporting end users, maintaining IT systems, and assisting with both on-site and remote troubleshooting
• From managing user accounts to configuring devices and solving network issues, this role requires strong technical knowledge, adaptability, and excellent communication skills
• This role functions in a dynamic, fast-paced environment that may require shift work
• The primary focus is on minimizing system downtime and maximizing user satisfaction
• Technical Support & Troubleshooting
• Provide first-line support for hardware, software, and network-related issues
• Troubleshoot system errors and assist users with technical challenges
• Resolve issues related to operating systems (Windows, macOS) and common applications
• Troubleshoot issues and help implement Company software such as Okta, Kandji, Intune, Google Workspace, Slack, Zoom Video, Zoom Phone, Microsoft Office, Crowdstrike, and Jira Service Management
• User Support & Customer Service
• Deliver exceptional customer service by responding to support tickets, emails, and calls in a timely, professional manner
• Communicate technical information clearly to non-technical users
• Follow up to ensure user satisfaction and resolution of issues
• Maintain a courteous, helpful, and patient attitude, even in high-pressure situations
• Device Setup & Maintenance
• Set up and configure desktops, laptops, printers, phones, and other peripherals
• Perform regular maintenance and updates to ensure device security and performance
• Track and manage IT assets and inventory
• Account & Access Management
• Create, modify, and deactivate user accounts and permissions using systems like Active Directory and IdP
• Support secure access to resources via VPN, MFA, and identity tools
• Follow IT security guidelines during all technical support activities
• Onboarding & Offboarding Support
• Set up new hire devices and access prior to start dates
• Recover and reimage devices during offboarding
• Documentation & Communication
• Document support activities, fixes, and processes accurately in the ticketing system
• Contribute to knowledge base articles and internal documentation
• Communicate effectively with team members, escalating issues when necessary