IT Support Tech 1

Omega Morgan believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit the individual nor the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Omega Morgan is seeking a dependable and customer-focused IT Support Technician I to join our IT team. This role serves as the first point of contact for employees experiencing technical issues and supports Microsoft 365, Active Directory, endpoint devices, networking, onboarding/offboarding, and helpdesk operations.

Essential Duties and Responsibilities  

• Act as the first response to IT tickets submitted through FreshService, phone, email, or walk-up support.
• Log, prioritize, categorize, assign, and escalate support requests appropriately.
• Provide Tier 1 administration and support for Microsoft 365, Active Directory, Exchange Online, SharePoint, Teams, and OneDrive.
• Handle employee onboarding and offboarding activities including account provisioning, licensing, permissions, and device setup.
• Perform password resets, MFA resets, account lockouts, token resets, and distribution list modifications.
• Modify SMB and NTFS network share permissions and assist with file access troubleshooting.
• Provide basic Group Policy familiarity and troubleshooting support where required.
• Assist with basic server-side troubleshooting and escalation preparation for senior IT staff.
• Troubleshoot Outlook, Teams, VPN, Wi-Fi, printers, browsers, and endpoint devices.
• Support software installations, updates, licensing, and troubleshooting for commonly used business applications.
• Provide support for emerging technologies and cloud-based tools including AI/ChatGPT-related user assistance.
• Communicate issue status, timelines, and follow-up activities clearly with users and management.

Required Skills

• Strong troubleshooting and problem-solving aptitude
• Self-managing with the ability to prioritize and multitask effectively
• Strong interpersonal communication and customer service skills
• Ability to explain technical concepts to non-technical users
• Documentation composition and maintenance experience
• Ability to manage a high ticket volume while maintaining attention to detail

Required Experience and/or Education 

• 1+ years of experience in a helpdesk, desktop support, or IT support role
• Hands-on familiarity with Windows 10/11 in a corporate environment
• Working knowledge of Microsoft 365 including Outlook, Exchange Online, Teams, and SharePoint
• Experience with Active Directory user/group management and account provisioning
• Basic familiarity with Group Policy administration and Windows Server environments
• Experience with VPN software and endpoint troubleshooting preferred
• Relevant certifications such as A+, Network+, or Microsoft certifications preferred

Benefits

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• Paid holidays
• PTO/Vacation/Sick