IT Support Technician

Provide first- and second-level technical support to employees in person, by phone, and remotely, resolving issues within service level targets. Log, prioritize, and update requests and incidents in the service desk ticketing system, keeping users informed through to resolution. Troubleshoot and resolve issues with Windows 11 devices, Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), printers, and peripherals. Escalate complex or critical issues to the appropriate internal team or vendor with clear documentation and follow them through to closure. Deploy, configure, and retire laptops, desktops, mobile phones, and tablets using Windows Autopilot and Microsoft Intune, in line with company standards. Diagnose and repair hardware faults, coordinate warranty repairs, and keep asset records accurate from issuance to disposal. Support line-of-business and specialized equipment used at field offices and plant sites. Complete account and access tasks such as onboarding and offboarding, password and MFA resets, and group or license changes in Microsoft Entra ID, following approved procedures. Act as a frontline part of our security program: follow security policies, respond to reported phishing and suspicious activity, and escalate potential security incidents promptly. Create and maintain knowledge base articles and user guides so common issues can be resolved faster and more consistently. Participate in technology rollouts and IT projects, including user training and post-deployment support.