IT Service Operations Technician

Skills

About the Role

You will resolve support requests for devices, applications, and network connectivity through phone, email, chat, and ticketing systems. You will document incidents, administer accounts and permissions, configure hardware and software, onboard new hires, maintain support documentation, and help improve tools and processes.

Requirements

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• 2+ years of IT help desk or technical support experience
• Proficiency in Windows, macOS, Linux, Google Workspace, and basic network troubleshooting
• Working knowledge of Active Directory, remote support tools, and enterprise systems
• Familiarity with ITSM platforms and ticket lifecycle management
• Experience managing and troubleshooting conference-room audiovisual systems
• Eligibility to work in the United States
• Ability to work occasional off-hours or weekends
• Ability to travel locally
• Ability to lift up to 50 pounds

Responsibilities

• Respond to and resolve IT support requests
• Troubleshoot technical issues and escalate when necessary
• Document incidents, resolutions, and follow-ups in the ITSM system
• Assist with account administration, permissions, hardware setup, and software installations
• Maintain knowledge-base articles and support documentation
• Provision systems and configure accounts for new hires
• Identify recurring issue patterns and recommend improvements
• Support patch deployments, peripheral setup, and inventory management
• Purchase equipment, systems, peripherals, and software licenses
• Participate in service operations and other team projects