IT Support Technician

FLSA: Non-Exempt

Position Title: IT Support Technician

Reports to: IT Operations Manager

Supervisory Responsibilities: None

Effective Date: TBD

Job Summary

We are seeking a motivated and customer-focused Entry-Level Help Desk Technician to join our IT team. This role provides first-level technical support to end users in a corporate environment, primarily supporting Microsoft 365 applications, Windows devices, mobile devices, and network connectivity. The ideal candidate will have strong problem‑solving skills, excellent communication abilities, and an eagerness to learn.

Key Responsibilities

• Provide first-level support for hardware, software, and network issues via phone, email, and ticketing system
• Troubleshoot and resolve Microsoft 365 issues, including Outlook, Teams, SharePoint, OneDrive, and Teams integrations
• Assist with user account management in Microsoft 365 (account creation, password resets, permissions)
• Support Windows 10/11 workstations, including software installation, updates, and configuration
• Support mobile devices (iOS and Android), including MDM enrollment, configuration, and troubleshooting
• Escalate complex technical issues to higher-level IT staff while maintaining accurate documentation
• Track and manage support requests in the IT ticketing system
• Maintain IT documentation, knowledge base articles, and standard operating procedures
• Assist with IT onboarding and offboarding processes
• Support basic networking issues, including connectivity troubleshooting, Wi‑Fi, and VPN setup
• Contribute to IT projects as assigned

Minimum Qualifications

• High school diploma or equivalent; associate’s degree in information technology, Computer Science, or a related field preferred
• Basic understanding of Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive)
• Familiarity with Windows operating systems (Windows 10/11)
• Basic networking knowledge (LAN/WAN, TCP/IP, Wi‑Fi, VPN)
• Strong problem-solving and troubleshooting skills
• Excellent verbal and written communication skills
• Customer service–oriented mindset with the ability to manage multiple requests
• Ability to work independently and in a team environment
• Willingness to learn new technologies and IT processes
• Experience with ticketing systems (e.g., Fresh service, Jira, Zendesk) is a plus
• Basic understanding of IT security principles and corporate policies preferred
• Ability to work on foot for extended periods and lift up to 50 pounds

Preferred Qualifications

• Certifications such as Microsoft 365 Fundamentals (MS‑900), CompTIA A+, CompTIA Network+, or ITIL Foundation
• Experience with mobile device management (MDM) solutions supporting iOS and Android
• Exposure to Cisco networking devices or core network fundamentals
• Experience with Active Directory and Azure AD administration
• Familiarity with endpoint management solutions (e.g., Microsoft Intune, SCCM)
• Knowledge of IT service management best practices and SLA‑driven support

Skills and Abilities

• Strong project planning, organization, and execution skills with attention to detail
• Ability to manage multiple initiatives and priorities simultaneously
• Effective written and verbal communication skills across field teams and leadership
• Ability to translate complex operational requirements into clear training and enablement solutions
• Strong stakeholder management and cross‑functional collaboration skills
• Adaptability to evolving enterprise priorities and field conditions
• Analytical and problem‑solving skills focused on execution and adoption

Equipment Operated

• Computer, tablet, and standard office software
• Project management and tracking tools
• Learning management systems (LMS) and document repositories
• Audio/visual equipment for training and presentations, as applicable

Physical Requirements & Work Environment

• Ability to travel to branch locations, training sites, and job locations as required
• Ability to work in office, classroom, and field environments

This job description is not intended to be all-inclusive. Employees may perform additional duties as assigned by management. Traffic Management LLC (TML) reserves the right to revise or change job duties and responsibilities as business needs arise. This job description does not constitute a written or implied contract of employment.