What are the responsibilities and job description for the IT Support Technician position at Accelevation LLC?
Position Summary
We are seeking a motivated IT Support Technician to join our IT team. This role provides frontline technical support for employees by troubleshooting hardware and software issues, managing helpdesk tickets, setting up new employee workstations, and tracking IT inventory. The ideal candidate is a problem-solver with excellent communication skills and a solid understanding of Windows, Android, and iOS environments.
Essential Duties and Responsibilities
We are seeking a motivated IT Support Technician to join our IT team. This role provides frontline technical support for employees by troubleshooting hardware and software issues, managing helpdesk tickets, setting up new employee workstations, and tracking IT inventory. The ideal candidate is a problem-solver with excellent communication skills and a solid understanding of Windows, Android, and iOS environments.
Essential Duties and Responsibilities
Helpdesk & Technical Support
- Respond to IT helpdesk tickets, resolving issues in a timely manner.
- Escalate complex technical issues to higher-tier support when necessary.
- Provide hands-on troubleshooting for desktops, laptops, mobile devices, and peripherals.
- Support end-users with Microsoft Office applications, phone systems, and common business software.
New Employee Onboarding & IT Setup
- Configure and deploy workstations, laptops, and mobile devices for new employees.
- Set up user accounts, email, and access permissions in accordance with IT security policies.
- Provide an introductory IT training session to new employees on company tools and best practices.
IT Asset Management & Inventory Tracking
- Maintain accurate records of IT equipment, including tracking inventory, deployments, and returns.
- Coordinate hardware repairs and replacements as needed.
- Assist in procurement and decommissioning of IT assets.
End-User Training & Documentation
- Develop and conduct training sessions for employees on IT-related topics, including Microsoft Office, phone systems, and security best practices.
- Create and update IT documentation, FAQs, and troubleshooting guides to improve end-user self-service capabilities.
Technical Support for Multiple Platforms
- Provide support for Windows, Android, and iOS operating systems, ensuring proper configuration and troubleshooting issues as they arise.
- Assist users with mobile device management (MDM) and corporate security policies on mobile devices.
- Support the integration of various applications and platforms across different operating systems.
Experience
- 1-3 years of experience in IT support, helpdesk, or a related role.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Proficiency with Windows OS, Android, and iOS platforms.
- Experience with Microsoft Office Suite and common business applications.
- Strong troubleshooting skills and ability to diagnose hardware/software issues.
- Excellent communication and customer service skills.
- Ability to manage and prioritize multiple tasks efficiently.
- Basic understanding of networking concepts (Wi-Fi, VPN, printers, etc.).
- Experience with IT asset management and tracking tools is a plus.
Education/Certifications
- Associate or Bachelor's degree in IT, Computer Science, or a related field.
- Industry certifications (e.g., CompTIA A , ITIL, Microsoft 365 Fundamentals).
- Experience with helpdesk ticketing systems.
- Knowledge of Active Directory, user account management, and basic security best practices.
- Epicor ERP Support, or other ERP Support Experience (e.g., Account Creation, Dashboards, Client Installs)
Key Characteristics
This professional must consistently demonstrate the core value of the organization:
- Judgement
- Safety
- Accountability
- Speed
- Fearless Innovation
- Inclusion
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is required to hear, speak, and exchange information with fellow employees.
- Work is performed in an office environment and requires the ability to operate standard office equipment including laptops, keyboards, monitors, and phones.
- The employee is required to sit at a desk/work area for extended periods of time.
- The employee is frequently required to stand, walk, sit, and reach with hands and arms.
- The employee is required to have close visual acuity to perform activities such as viewing a computer terminal; preparing and analyzing data and figures; transcribing; extensive reading.
- The noise level in the work environment is usually moderate.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.
