Associate IT Support Technician

POSITION OVERVIEW

This full-time position provides foundational technical support across New Horizon Academys corporate offices and school locations. The Associate IT Support Technician assists end users with day-to-day technology needs supports the configuration and maintenance of applications systems and networks and helps protect the security of NHAs technology environment. This position works closely with the IT team while providing patient professional customer service and building positive working relationships with team members clients and vendors.

ESSENTIAL FUNCTIONS

• Technical Support: Provide technician-level support for end users at New Horizon Academys corporate offices and school locations. This includes assisting with hardware software application printer iPad and basic network-related issues. Walk users through troubleshooting steps either in person or remotely diagnose common system or equipment problems and help resolve issues in a timely and professional manner.

• IT Administration Support: Assist with basic administrative support for IT systems including Active Directory domain accounts Single Sign On identity and access management DNS/DHCP and related services. Support account-related requests access changes password resets and other routine administrative tasks under the direction of more experienced IT team members.
• Applications Support: Provide support for commonly used business applications including the Microsoft stack Microsoft 365 and approved SaaS applications. Assist users with application access basic configuration issues user questions and troubleshooting. Escalate more complex application issues when needed and help document recurring problems or solutions.
• End User Computing: Assist with the setup support and maintenance of end user devices such as PCs laptops iPads printers and related peripherals. Follow written instructions diagrams and established procedures to set up equipment resolve device issues or repair faults. Help ensure devices are properly configured updated and ready for use.
• Network Support: Provide technician-level support for network-related issues involving routers switches firewalls VLANs wireless networks internet connectivity and related infrastructure. Assist with troubleshooting connectivity issues gathering information verifying equipment status and escalating problems to senior IT staff or vendors when appropriate.
• Hardware and Equipment Coordination: Work with vendors and internal IT team members to support the replacement of computer and network parts equipment and peripherals as needed. Assist with equipment setup swap-outs repairs and documentation to ensure users and school locations have the technology resources needed to operate effectively.
• Security Support: Help ensure the security of applications systems networks devices and data. Assist with endpoint protection user access controls data security practices and routine security-related tasks. Report suspected security concerns follow established procedures and support efforts to reduce risk across the organizations technology environment.
• Documentation and Reporting: Provide support by creating updating and following procedural documentation troubleshooting notes and relevant reports. Document actions taken resolutions provided and any follow-up needed so that information is available to other IT team members and support can remain consistent.
• Ticket and Case Management: Use the IT ticketing system to track prioritize troubleshoot and communicate about open support cases. Ensure support requests are updated appropriately users receive timely communication and issues are followed through to resolution or escalation. Maintain a professional patient and customer-focused approach in all interactions.
• Team and Vendor Collaboration: Work closely with IT team members vendors clients and other departments to support technology needs across the organization. Build positive working relationships while contributing to a collaborative support environment.

QUALIFICATIONS

• 0-2 years of Information Technology experience
• Associates Degree College Diploma or equivalent experience in a relevant field preferred
• Great communication and customer service skills
• Wide technical support experience
• Team player with the ability to manage competing priorities while servicing our clients effectively
• Dynamic energetic motivated positive outlook

• Ability to work effectively with minimal supervision

BENEFITS

We offer a suite of benefits including...

• Starting hourly salary: $25/hr
• 401K with employer match
• Health dental and life insurance
• Generous childcare discounts
• Career advancement opportunities
• Continued Education Training

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities skills or working conditions associated with this position. While this description is intended to accurately reflect the positions activities and requirements New Horizon Academy reserves the right to modify add or remove duties as necessary or desired. E.O.E.

Required Experience:

IC