Job Title: IT Support Technician
Reports To: Site Director
FLSA Status: Salaried-Exempt
Responsibilities and Essential Skills:
- Provide comprehensive user support and resolve Level 1 and Level 2 incidents effectively.
- Manage and maintain approximately 60 user workstations, mobile phones, network equipment, switches and Wi-Fi access points.
- Ensure efficient deployment, installation, and maintenance of new equipment.
- Document technical procedures and keep technical documentation up-to-date.
- Operate autonomously, identifying and escalating issues proactively to the IT management center in Tournai, Belgium via ITSM (GLPI).
- Regularly communicate with the central IT team to align on system updates and security measures.
- Request Management: Collect and assess user requests (e.g., bugs, upgrades, access issues).
- Prepare detailed tickets for complex issues and track progress.
- Performs any other duties as assigned by management.
Preferred Job Requirements:
- Associates Degree in Computer Science or equivalent required.
- Prior experience in IT support and maintenance is required. Strong knowledge of Windows 10/11, Microsoft Intune, iOS, and Windows Active Directory is preferred.
- Familiarity with network protocols (TCP/IP, DNS, DHCP, VPN, etc.) is essential.
- Experience in business application support, such as ERP or other business software is preferred.
- Excellent communication skills with the ability to interact with various types of users. Must be adaptable, proactive, and capable of working independently in an isolated IT environment.
- This role entails 70% IT support and 30% business application support, like ERP.
Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
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