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Job Summary:
We’re looking for a hands-on and customer-focused IT Support Technician (L1/L2) to support onsite operations. This individual will serve as the go-to technical support for employees in the office, assist with desk setups for new hires, and handle hardware replacements and troubleshooting. The ideal candidate is organized, detail-oriented, and physically able to lift and set up IT equipment as part of their day-to-day responsibilities.
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Key Responsibilities:
End-User Support (L1/L2):
* Provide onsite support for hardware, software, and connectivity issues, including walk-ups and ticket-based support.
* Troubleshoot laptops (Windows/macOS), Office 365 apps, VPN access, and Microsoft Exchange (Outlook, shared calendars/mailboxes).
* Use ServiceNow to manage, update, and resolve incident and request tickets.
* Support Okta-related issues including account access, MFA, and password resets.
Desk Setups & Equipment Support:
* Perform full desk setups for new hires, including monitors, docking stations, cabling, and accessories.
* Occasionally build and image laptops for new hires during high-volume onboarding cycles.
* Handle emergency hardware replacements and provide responsive support to in-office employees.
Hardware Logistics & Asset Management:
* Maintain accurate asset records in ServiceNow, ensuring hardware assignments and returns are tracked properly.
* Organize and maintain the stockroom, ensuring spare devices and peripherals are available for quick turnaround.
* Assist with shipping and receiving of hardware when needed and coordinate logistics with vendors.
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Physical Requirements:
* Must be able to lift and carry equipment such as monitors, docking stations, and laptop boxes (up to 50 lbs).
* Regular movement throughout the office to set up and support user workstations.
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Required Qualifications:
* 3+ years of experience in IT support or desktop support.
* Proficiency in troubleshooting Windows/macOS, Microsoft Exchange, and Office 365.
* Familiarity with ServiceNow and Okta.
* Excellent communication skills and a customer-focused mindset.
* Ability to work independently and prioritize tasks in a dynamic office environment.
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Preferred Qualifications:
* Experience with macOS device management tools such as Jamf or AirWatch (VMware Workspace ONE).
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