Junior IT Technician
Position Overview
We’re seeking a Junior IT Technician to join our dynamic team, providing first-line technical support to end-users. This role offers an excellent opportunity to build a career in IT while working with diverse technologies and developing customer service skills.
Key Responsibilities
- Serve as the first point of contact for all IT-related issues, managing incoming helpdesk tickets and phone calls with a focus on clear communication and timely resolution. Document all interactions thoroughly to maintain accurate support history.
- Perform comprehensive troubleshooting of hardware issues (printers, workstations, mobile devices), software applications (Microsoft Office Suite, business applications), and network connectivity problems. Use diagnostic tools to identify root causes and implement solutions.
- Handle workstation setup and configuration, including installing operating systems, configuring email clients, setting up peripheral devices, and ensuring all necessary software is properly installed and updated according to company standards.
- Manage user accounts across multiple platforms, including creating new accounts, modifying access permissions, resetting passwords, and ensuring proper security protocols are followed for account management.
- Support remote workers by troubleshooting VPN connections, assisting with home office setup, and providing guidance on secure remote access practices. Use remote support tools to efficiently resolve issues.
- Maintain detailed documentation of support processes, creating and updating knowledge base articles, and contributing to the team’s best practices documentation.
- Conduct basic system maintenance tasks including software updates, security patches, and system health checks according to established schedules and procedures.
- Manage IT inventory by tracking assets, maintaining accurate records of hardware and software deployments, and assisting with equipment lifecycle management.
Required Qualifications
- High school diploma or equivalent is essential, but we strongly favor candidates with some technical certification coursework or who are actively pursuing IT certifications. While formal education is important, we value candidates who demonstrate a genuine passion for technology and problem-solving.
- 0-2 years of technical support experience in any capacity, including internships or personal projects. We’re looking for candidates who can demonstrate basic troubleshooting skills and a methodical approach to problem-solving, even if not in a professional setting.
- Demonstrated proficiency with Windows operating systems (Windows 10/11) and Microsoft Office Suite, including ability to troubleshoot common issues and perform basic administration tasks. Should understand file systems, user profiles, and basic system configuration.
- Working knowledge of fundamental networking concepts (TCP/IP, DNS, DHCP) and ability to troubleshoot basic connectivity issues. Should understand IP addressing, basic network troubleshooting tools (ping, traceroute), and common network issues.
- Strong analytical and problem-solving capabilities, with the ability to break down complex issues into manageable components and document troubleshooting steps systematically.
- Exceptional communication skills, both written and verbal, with the ability to translate technical concepts into easy-to-understand terms for users of varying technical backgrounds.
- Demonstrated customer service mindset with examples of handling challenging situations professionally. Must show patience, empathy, and the ability to maintain composure under pressure.
- Basic understanding of IT security principles including password policies, safe browsing practices, and data protection protocols. Should be familiar with common security threats and basic prevention measures.
Preferred Qualifications
- CompTIA A+ certification or equivalent industry certifications that demonstrate broad IT knowledge. Network+ or Security+ certifications are also highly valued. Active certification pursuit will be viewed favorably.
- Hands-on experience with enterprise helpdesk ticketing systems such as ServiceNow, JIRA Service Desk, or similar platforms. Should understand ticket lifecycle management and proper documentation practices.
- Proficiency with remote support tools like TeamViewer, Remote Desktop, or similar solutions, with experience providing effective remote assistance and troubleshooting.
- Working knowledge of Active Directory user administration and Office 365 management, including user provisioning, group management, and basic administration tasks. Experience with cloud-based collaboration tools is a plus.
- Familiarity with ITIL fundamentals and service desk best practices, including incident management, problem management, and service request fulfillment processes.
Work Environment
- Full-Time position (37.5 hours per week)
- Hybrid work model with some on-site presence required
- Occasional evening or weekend work may be needed for system updates
- Fast-paced environment requiring ability to multi-task
- Opportunity for professional development and certification support
Benefits
- Comprehensive health insurance
- Professional development allowance
- Paid time off and sick leave
- Technical certification reimbursement
- Mentorship program
- Career advancement opportunities
Growth Opportunities
- Path to Senior Help Desk Technician
- Specialization in systems, networking, or security
- Leadership development programs
- Cross-training with other IT teams
At Echoflare, we believe that diversity drives innovation and creates a richer workplace environment. We are deeply committed to building a team that represents a variety of backgrounds, perspectives, and skills. We actively encourage applications from members of underrepresented groups to apply to the open positions.