IT Support Technician

Who We Are

Join a rapidly growing company revolutionizing the transportation industry! Founded in 2013 Cargomatic powers local freight with the first and largest digital marketplace for local trucking. Our proprietary AIenabled platform uses realtime location data to match cargo space and drivers to shippers with freight to move creating capacity on demand.

At Cargomatic we are committed to finding new ways to solve complex realworld problems for our customers. Our approach enables our employees at all levels in every role to thrive in an environment of intellectual curiosity where people are passionate about what they do and support each other to get the job done. Visit www.cargomatic to learn more.

Position Summary:
The IT Support Technician plays a key role in supporting end users maintaining IT systems and assisting with both onsite and remote troubleshooting. From managing user accounts to configuring devices and solving network issues this role requires strong technical knowledge adaptability and excellent communication skills.

Candidates typically need a basic understanding of operating systems (e.g. Windows macOS) networking fundamentals and common software (e.g. Microsoft Office Google Workspace). Strong problemsolving skills attention to detail and the ability to communicate technical concepts to nontechnical users are essential.

This role functions in a dynamic fastpaced environment that may require shift work. The primary focus is on minimizing system downtime and maximizing user satisfaction. Experience with ticketing platforms such as ServiceNow Zendesk or Jira along with remote desktop tools is highly beneficial.

Key Responsibilities:

Technical Support & Troubleshooting

• Provide firstline support for hardware software and networkrelated issues.
• Troubleshoot system errors and assist users with technical challenges.
• Resolve issues related to operating systems (Windows macOS) and common applications.
• Troubleshoot issues and help implement Company software such as Okta Kandji Intune Google Workspace Slack Zoom Video Zoom Phone Microsoft Office Crowdstrike and Jira Service Management.

User Support & Customer Service

• Deliver exceptional customer service by responding to support tickets emails and calls in a timely professional manner.
• Communicate technical information clearly to nontechnical users.
• Follow up to ensure user satisfaction and resolution of issues.
• Maintain a courteous helpful and patient attitude even in highpressure situations.

Device Setup & Maintenance

• Set up and configure desktops laptops printers phones and other peripherals.
• Perform regular maintenance and updates to ensure device security and performance.
• Track and manage IT assets and inventory.

Account & Access Management

• Create modify and deactivate user accounts and permissions using systems like Active Directory and IdP
• Support secure access to resources via VPN MFA and identity tools.
• Follow IT security guidelines during all technical support activities.

Onboarding & Offboarding Support

• Set up new hire devices and access prior to start dates.
• Recover and reimage devices during offboarding.

Documentation & Communication

• Document support activities fixes and processes accurately in the ticketing system.
• Contribute to knowledge base articles and internal documentation.
• Communicate effectively with team members escalating issues when necessary.

Qualifications & Experience:

• Qualifications often include a high school diploma or equivalent with an associates degree in IT or related certifications.
• Entrylevel experience 12 years) in a helpdesk or technical support role
• Strong understanding of Microsoft 365 and Google Workspace administration and support tools.
• Handson experience with Windows and macOS systems.
• Strong written and verbal communication skills.
• Strong troubleshooting and problemsolving abilities.

Desired Skills:

• Knowledge of cybersecurity basics and secure IT practices.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Proficiency with IT service management (ITSM) tools and systems.
• Ability to collaborate with crossfunctional teams to drive change and deliver results.
• Organized detailoriented and capable of managing multiple tasks effectively.
• Excellent customer service and interpersonal skills.
• Ability to prioritize tasks and manage time efficiently.
• Problemsolving mindset with attention to detail.

Working Conditions:

• Work is typically performed in an office environment with occasional site visits if applicable.
• Must be able to lift carry and set up IT equipment (up to 50 lbs) including desktops monitors and printers.
• Occasional travel between company locations may be required.

To learn more about how we use your data Click Here.