ITS Support Technician

About the role

The ITS Support Technician provides quality technical assistance to internal users, handling hardware, software, and connectivity issues across multiple sites. Working under close supervision, the role ensures prompt resolution of incidents while maintaining high customer satisfaction.

Key responsibilities

• Assist associates with computer‑related questions and resolve issues for the supported suite of applications.
• Install, fully configure, and support Windows operating systems and Microsoft Office applications.
• Process incoming requests via the incident and request tracking tool and manage hardware/software assets.
• Log customer contacts, provide direct answers, or escalate to specialists when needed.
• Troubleshoot remote and local connectivity problems and coordinate coverage schedules.
• Collaborate with other technical groups to resolve issues in client computing, servers, WAN/LAN, VoIP telephony, and business applications.
• Recommend process improvements and participate in project teams for new or changed IT services.
• Create knowledge articles for end‑users and IT colleagues.

Required profile

• Bachelor’s degree in Computer Science or equivalent experience.
• Minimum 3 years of experience in PC hardware installation, repair, and support of Microsoft and Adobe applications.
• Strong knowledge of Windows operating systems and basic hardware/software maintenance.
• Excellent verbal and written communication skills in English.
• Proven ability to diagnose IT problems and document resolution steps.

Required skills

• PC hardware installation and repair
• Microsoft Office suite
• Adobe applications
• Windows operating system
• Incident/request tracking tools
• Client computing, servers, WAN/LAN
• VoIP telephony
• Business application support

What we offer

• Opportunity to work with diverse technical teams across multiple sites.
• Professional development through project participation and knowledge sharing.