Computer Support Technician

Reporting to the IT Director, the Computer Support Technician is primarily responsible for troubleshooting and resolving assigned technical issues. This role will provide outstanding internal customer service and technical support via email, in-person, and/or other communication platforms. The Technician is a customer-facing role that works in a fast-paced operational environment and is responsible for the initial triage and resolution of customer incidents or service requests and will be required to install, maintain, and troubleshoot software, hardware, peripherals, and equipment as well as analyze and fix software, hardware, and network-related problems reported by users. While not responsible for overall platform security, the Technician will contribute to platform security by following established procedures, maintaining the platform in compliance with established policies, and enforcing existing standards. The Technician will also be responsible for video conferencing equipment setup, troubleshooting, operation, and maintenance including audio systems, displays, and other miscellaneous AV –related conference room equipment or cabling. 

Essential Duties and Responsibilities

Primary Duties

• Tier 1-2 tech support
• Active Directory (Entra) user and device management/support
• Microsoft 365 management/support
• Google Workspace management/support
• Inventory management and documentation

Additional Responsibilities 

• Respond to and resolve support requests/inquiries in a timely fashion utilizing established procedures and escalations.
• Receive and document support requests/inquiries made to the IT Team via email, phone, walk-up, or other mechanisms, while logging and/or assigning those requests in our ticket management system.
• Collaborate with the IT Team to manage/maintain device and platform security.
• Collaborate with the IT Team to successfully complete projects on time. 
• Develop solutions addressing individual end-user problems and technical issues.
• Collaborate with internal and external resources as necessary to achieve desired results.
• Develop and maintain documentation including, but not limited to, inventory, standard operating procedures, equipment installation methodologies, project plans and environment configurations.
• Provide timely and responsive support to end users in a courteous and professional manner.
• Other duties as assigned.

Supervision Received and Exercised

 Position works under direct supervision of the Director, IT. 

Preferred Skills, Qualifications and Other Requirements

• This role is technical:
  • Ability to quickly learn new technologies; we frequently add new products and services to our environment.
  • Relevant industry-recognized certifications are a plus.
  • Experience with Microsoft 365 suite to include SharePoint, Exchange, and Azure Active Directory (Entra) is preferred, but not required.
  • Familiarity with common operating systems and software suites.
• This role also requires non-technical, interpersonal skills.
  • Ability to provide consistently technical support in a patient and kind manner.
  • Ability to train users in new technologies and/or help them solve problems.
  • Excellent verbal, written, presentation and interpersonal skills.
• This role requires operational tempo and problem-solving skills:
• Ability to independently assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
  • Extraordinary organizational and prioritization skills.
  • Ability to use good judgement to anticipate needs and complete tasks.
  • Initiative-taking with a strong work ethic.
  • Efficient at multitasking in a fast-paced and demanding environment.
• This role requires structure and attention to detail:
  • Capable of accurately documenting activities performed in relevant systems using clear and detailed language.
  • Must be capable of consistently following established processes and work procedures for common, recurring tasks.
  • Capable of following instructions and responding well to directions.
  • Sensitive to deadlines and completes tasks on time.
• Must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. 

Physical Requirements 

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk and hear.
• Ability to access information using a computer for up to 4 hours at a time.
• Requires sitting or standing at a desk for extended periods of time.
• Requires mobility within the office.
• Work will require occasional weekend and/or evening work, including on-call.

Work Environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Reasonable Accommodation. PIR will provide reasonable accommodation to the known physical or mental limitations of a qualified individual with a disability, unless doing so poses an undue hardship on the operation of the business.

Equal Employment Opportunity, OSHA, and Harassment

Public Interest Registry (PIR) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identification or genetics. In addition to federal law requirements, PIR complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall and transfers, leaves of absence, compensation, and training.

PIR expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of PIR’s employees to perform their job duties may result in discipline up to and including discharge.

PIR provides a workplace free from recognized hazards and complies with standards, rules and regulations issued under the OSH Act.