Duties and responsibilities: • Installs, configures, upgrades, and troubleshoots problems related to hardware, software, phones, and other equipment (e.g., printers) and systems. • Responds to IT requests submitted by employees with technical issues. • Troubleshoots Level 1 problems related to any aspect of network/telecommunications systems and PC’s. • Diagnose, tracks, resolves, and documents problems and resolutions. • Serves as initial point-of-contact with vendors and remote location operators to solve problems. • Creates new email accounts, distribution lists, and troubleshoots general Outlook issues and requests (e.g., password resets, forwarding, shared mailboxes). • Assists with AD management of users and devices, and software licensing. • Onboards new employees, issues equipment, and assists with workstation set-ups. Provisions system access and sets permission for employees based on department and position. • Supports end user training related to spam filtering. • Offboards employees; retrieves equipment, removes licenses and access from IT systems and business applications upon separation. • Provides device support: troubleshooting, warranties, and occasional minor physical repair or upgrade work. Orders user equipment and maintains equipment inventory database to ensure accuracy. • Uses internal and external knowledge bases and resources to research issues independently, escalate issues outside the technician’s level of knowledge and experience (including most server and networking issues, as appropriate) • Advises, trains, and assists users on how best to utilize systems. • Coordinates with outside IT consultants regarding systems and issues needing resolution. Qualifications: • Associate degree in a related area with 2-4 years of experience; or equivalent combination of education and experience preferred. • Knowledge of Windows 10/11 systems, Microsoft 365, email, and printers. • Knowledge of enterprise IT support preferred. Using any case management / support ticketing and knowledge-based systems. • Ability to provide quality customer service and teamwork while managing multiple tasks and projects under competing deadlines. • Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience. • Strong senses of discretion, urgency and confidentiality. • Knowledge of iOS, Apple iPads, Square software and POS networks. • Ability to monitor and edit website, as needed. • A knowledge of Digital Watchdog security systems, with substantial number of IP cameras and related network is a plus. • May be required to assist in the evening and/or weekends and travel occasionally. Will be required to work overtime hours at 4th of July and New Year’s Eve.