IT Support Technician 1

We are seeking an experienced IT Support Technician I to join our team in Waterbury, Connecticut. In this role, you will oversee and manage the desktop computing environment for an organization of 60-80 users, ensure reliable performance and system efficiency, manage software and hardware inventories, and provide comprehensive support, including training and emergency assistance. 

Key Responsibilities 

Desktop & Network Management: 

• Oversee and manage the desktop computing environment for an organization of 60-80 users, ensuring seamless operation and integration of network and software products. 
• Set up and manage units in Active Directory, including analyzing and implementing group policy needs. 
• Conduct proactive visits to maintain updated software and inventory records for operating systems and applications. 
• Manage and configure Ubiquiti and Cisco networking equipment to ensure stable connectivity and performance. 
• Maintain and troubleshoot ONVIF-compliant surveillance systems. 

Hardware & Software Maintenance: 

• Manage and maintain computer hardware and peripherals, recommend  replacements, and coordinate with vendors for product acquisitions. 
• Install and coordinate repairs for various computing devices and peripherals (both desktop and network-attached). 

Client Support & Training: 

• Respond promptly to both emergency and routine support requests for services, including email, scheduling, backup systems, and client-specific applications. 
• Document all reported problems and the actions taken to resolve them, ensuring thorough and organized records. 
• Provide support and training to clients in the use of their desktop equipment and software tools. 
• Utilize Freshworks ticketing system to track, manage, and resolve support requests efficiently. 

Technical Projects & Collaboration: 

• Analyze, recommend, and implement work-group computing solutions tailored to meet departmental needs. 
• Train end-users on best practices for resolving common IT issues and security awareness. 
• Participate in technical projects such as testing new hardware and software solutions. 
• Work with Third Party MSP for licensing and Tier 3 support 

What We’re Looking For: 

• Strong experience with Active Directory management and Group Policy implementation. 
• Strong Microsoft 365 experience including Excel, PowerPoint, and Access. 
• Proficiency in desktop hardware and software support, including troubleshooting and inventory management. 
• Familiarity with Ubiquiti and Cisco networking equipment. 
• Experience with ONVIF-compliant surveillance systems. 
• Proficiency in using Freshworks or similar ticketing systems for support management. 
• Strong documentation skills with the ability to log and track issues effectively. 
• Ability to work independently and take initiative, demonstrating a self-starting approach to problem-solving and project management. 
• Experience providing user training and technical support for core services and client applications. 
• Ability to manage vendor relationships and coordinate hardware repairs and replacements. 
• Strong problem-solving skills and a proactive approach to visits and system maintenance.