IT Support Technician

About the Role:

As an IT Support Technician, you'll provide front-line IT assistance, help manage employee onboarding/offboarding, troubleshoot technical challenges, and contribute to smooth daily operations.

This in-office role is ideal for someone eager to grow their technical knowledge and be part of a supportive, creative team. If you want to join an environment where learning, problem-solving, and team spirit are valued, we’d love to hear from you!

Main Responsibilities

• Provide Front-Line Support: Be the first point of contact for technical issues, managing troubleshooting efforts and ensuring fast resolution.

• Manage Onboarding & Offboarding: Facilitate seamless IT setup for new hires, freelancers, and contractors and handle offboarding processes.

• In-Person Technical Support: Support employees with meeting room technology, hardware upgrades, and office equipment replacements.

• Maintain IT Documentation: Track tasks through a ticketing system and develop internal user guides and troubleshooting documents.

• Collaborate with IT Leadership: Participate in additional projects and tasks as directed by the IT leadership team.

• Assist with Off-Hours Support: Help with occasional off-hours work or shift changes as required by operations.

Outcomes for Success

• Quick Technical Resolutions: All technical requests are resolved promptly, minimizing downtime.

• Efficient Onboarding: New employees are set up with IT tools smoothly and on time.

• Accurate Documentation: User guides and task logs are clear, thorough, and regularly updated.

• Collaborative IT Environment: You actively contribute to a positive and productive team dynamic.

• Adaptability in Support Operations: Off-hours or complex tasks are handled efficiently and effectively.

 

About You:

Qualifications & Skills

• Foundational Knowledge:

• Basic understanding of MacOS and Windows operating systems.

• Familiarity with network fundamentals, such as DHCP and DNS.

• Knowledge of permissions management and administration.

• Proficient in Microsoft Office and Google Workspace.

• Preferred Certifications:

• A+, CompTIA, or Google IT Support Professional certifications.

• Experience:

• Previous experience in creative studios is a plus.

• Knowledge of Slack and Google Workspace tools is preferred.

• Soft Skills:

• Excellent organizational, time management, and problem-solving skills.

• Ability to work off-hours or rotating shifts when needed.

Character Traits

• Clear Communicator: You have excellent interpersonal and written communication skills.

• Problem-Solver: You remain calm and logical when troubleshooting technical challenges under pressure.

• Team Player: You thrive in a collaborative environment and enjoy helping colleagues succeed.

• Curious & Adaptable: You're passionate about learning new skills and embracing changing priorities.

• Proactive & Organized: You manage your time efficiently, anticipating potential issues before they arise.

Physical Demands & Working Environment

• Sitting / Standing for extended periods, stooping and kneeling

• Ability to communicate effectively with verbal, visual, and listening skills

• Close visual work on a computer terminal.

• Dexterity of hands and fingers to operate any required equipment and to operate computer keyboard, mouse, and other technical instruments.

• Able to lift and carry heavy equipment, up to 50 pounds/ 23 kilos.- (e.g. switch and server installs)

• Ability to climb ladders and work on raised platforms.

• Ability to comfortably use tools such as screwdrivers and pliers

• Able to participate in written and oral communications