Job Description
Job DescriptionSalary: $75,000/yr DoE
Job Summary:
We are seeking a skilled and customer-focused Mid-Level IT Support Technician to provide technical assistance and support to end-users, both remotely and on-site. The ideal candidate will have a strong understanding of computer systems, hardware, software, and network troubleshooting, and will be capable of resolving moderate to complex technical issues while ensuring high customer satisfaction.
Key Responsibilities:
- Provide Tier 1 and Tier 2 support for desktops, laptops, printers, mobile devices, and software applications.
- Troubleshoot and resolve hardware, software, and network connectivity issues in a timely manner.
- Install, configure, and maintain operating systems (Windows/macOS) and business applications.
- Maintain user accounts, permissions, and access rights in Active Directory and other systems.
- Support IT onboarding and offboarding processes, including device setup and user training.
- Assist in managing and deploying patches, updates, and antivirus tools.
- Document issues, solutions, and user instructions using the IT ticketing system.
- Collaborate with other IT team members to escalate and resolve complex issues.
- Maintain an inventory of IT assets, hardware, and software licenses.
Qualifications:
- Experience: 24 years of experience in IT support or a similar role.
- Certifications (preferred): CompTIA A+, Network+, Microsoft MTA/MCSA, or equivalent.
- Skills:
- Proficiency with Windows 11, macOS, Microsoft 365, and common enterprise applications.
- Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Familiarity with Active Directory, Office 365 administration, and remote support tools.
- Strong analytical and problem-solving skills.
- Excellent communication and customer service abilities.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Citizenship: Candidates must be a United States Citizen
Working Conditions:
- This is an in-office position and is not eligible for full-time remote work.
- Headway Strategy is a smoke-free and vape-free workplace.
- May require occasional travel between office locations.
- Must be able to lift and move equipment up to 40 lbs.
- Some after-hours or weekend support may be required.