IT Support I

Position Summary

The IT Support I position serves as the first point of contact for employees experiencing technical issues. This role is responsible for troubleshooting hardware, software, network, and user account issues while providing outstanding customer service. The ideal candidate enjoys solving problems, communicating with users, and working in a collaborative team environment.

Key Responsibilities

· Provide both onsite and remote technical support for desktops, laptops, printers, mobile devices, and peripherals

· This position is based in New Castle, Delaware, but will require travel to a warehouse in New Holland, Pennsylvania several times a month.

· Respond to help desk tickets, phone calls, and walk-up support requests.

· Install, configure, and maintain Windows workstations and common business applications.

· Troubleshoot hardware, software, network connectivity, and printer issues.

· Create, modify, and disable user accounts in Active Directory and Microsoft 365.

· Install and image new computers and prepare equipment for employee onboarding.

· Support conference room technology, video conferencing, and office AV equipment.

· Document issues, resolutions, and technical procedures in the IT knowledge base.

· Escalate complex issues to senior IT staff when appropriate.

· Assist with inventory management of IT hardware and software assets.

· Participate in IT projects, upgrades, and office technology deployments.

· Maintain a high level of customer service and professionalism.

According to the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA), employees must be able to perform the “essential job functions with or without a reasonable accommodation.

Qualifications

Required Qualifications

· Associate degree in Information Technology, Computer Science, or equivalent work experience.

· 2+ years of Help Desk or Desktop Support experience.

· Working knowledge of:

o Windows 10/11

o Basic networking (TCP/IP, DNS, DHCP)

o Printers and peripheral devices

· Excellent troubleshooting and communication skills.

· Ability to prioritize multiple support requests in a fast-paced environment.

· Ability to lift up to 40 pounds and move computer equipment when needed.

Preferred Qualifications

· CompTIA A+, Network+, or Microsoft certification.

· Experience supporting Microsoft Intune, Azure Active Directory (Entra ID), or endpoint management solutions.

· Experience with remote access software such as LogMeIn, AnyDesk, Connectwise, or Splashtop

· Experience with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or Zendesk.

· Experience with VoIP phone systems.

· Basic PowerShell scripting knowledge.

· Experience supporting hybrid work environments.

Working Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas and/or facilities.