Job Description
*SUMMARY: *
Provides frontline technical support and operational assistance for end users across all company locations. Serves as the primary point of contact for IT service requests, delivering timely, professional, and customer-focused support through remote, phone, email, and on-site interactions. Responsible for diagnosing and resolving hardware, software, and access issues; supporting enterprise applications and collaboration tools; maintaining IT asset controls; and assisting with IT administrative and operational processes. Ensures minimal downtime while maintaining a high standard of service, documentation, and communication.
*MAJOR DUTIES:*
* Provide first-level and second-level technical support for desktops, laptops, mobile devices, printers, and peripherals using remote tools and on-site support as needed.
* Receive, document, prioritize, and resolve IT service requests through the ticketing system in accordance with service level expectations.
* Install, configure, maintain, upgrade, and replace end-user hardware, operating systems, and approved software applications.
* Troubleshoot issues related to operating systems, Microsoft 365, collaboration tools, VPN access, printers, mobile devices, and basic network connectivity.
* Escalate complex technical issues to the IT Engineering staff, providing clear documentation and troubleshooting steps.
* Maintain accurate records of incidents, resolutions, asset assignments, software licensing, and inventory lifecycle.
* Assist with user onboarding and offboarding, including equipment setup, access provisioning, and coordination with HR and management.
* Support IT security best practices by assisting with endpoint protection, software deployment, patching, user access controls, and security awareness reinforcement.
* Assist in backup, recovery, and business continuity support activities as directed.
* Coordinate with IT vendors and service providers for hardware repairs, replacements, warranties, and service requests.
* Review, code, and track IT-related invoices for hardware, software, licensing, and services; verify charges against purchase approvals and contracts; and coordinate with Finance to ensure accurate processing.
* Other duties as assigned.
*EDUCATION, EXPERIENCE, & SKILLS: *
* High School diploma or equivalent required; Associate degree or technical coursework in IT preferred.
* 1-3 years of hands-on IT support experience in a help desk or desktop support environment.
* Strong customer service orientation with the ability to communicate technical concepts to non-technical users.
* Experience supporting Windows 11, Microsoft 365, Apple Devices, mobile devices, printers, and common business applications.
* Intune, Entra, and JAMF experiences is a plus.
* Working knowledge of ticketing systems, endpoint management tools, and basic networking concepts.
* Familiarity with IT asset management and inventory controls.
* Experience reviewing or coding IT-related invoices or coordinating with vendors and Finance is a plus.
* Strong organizational skills, attention to detail, and ability to operate effectively in a fast-paced, multi-location environment.
Job Type: Full-time
Pay: From $28.00 per hour
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Flexible spending account
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Application Question(s):
* Describe your experience supporting Windows 11, Microsoft 365.
* Do you have experience working with Intune, Entra, and JAMF? If so, describe that experience.
Education:
* Bachelor's (Preferred)
Experience:
* IT support: 3 years (Preferred)
Work Location: In person
Provides frontline technical support and operational assistance for end users across all company locations. Serves as the primary point of contact for IT service requests, delivering timely, professional, and customer-focused support through remote, phone, email, and on-site interactions. Responsible for diagnosing and resolving hardware, software, and access issues; supporting enterprise applications and collaboration tools; maintaining IT asset controls; and assisting with IT administrative and operational processes. Ensures minimal downtime while maintaining a high standard of service, documentation, and communication.
*MAJOR DUTIES:*
* Provide first-level and second-level technical support for desktops, laptops, mobile devices, printers, and peripherals using remote tools and on-site support as needed.
* Receive, document, prioritize, and resolve IT service requests through the ticketing system in accordance with service level expectations.
* Install, configure, maintain, upgrade, and replace end-user hardware, operating systems, and approved software applications.
* Troubleshoot issues related to operating systems, Microsoft 365, collaboration tools, VPN access, printers, mobile devices, and basic network connectivity.
* Escalate complex technical issues to the IT Engineering staff, providing clear documentation and troubleshooting steps.
* Maintain accurate records of incidents, resolutions, asset assignments, software licensing, and inventory lifecycle.
* Assist with user onboarding and offboarding, including equipment setup, access provisioning, and coordination with HR and management.
* Support IT security best practices by assisting with endpoint protection, software deployment, patching, user access controls, and security awareness reinforcement.
* Assist in backup, recovery, and business continuity support activities as directed.
* Coordinate with IT vendors and service providers for hardware repairs, replacements, warranties, and service requests.
* Review, code, and track IT-related invoices for hardware, software, licensing, and services; verify charges against purchase approvals and contracts; and coordinate with Finance to ensure accurate processing.
* Other duties as assigned.
*EDUCATION, EXPERIENCE, & SKILLS: *
* High School diploma or equivalent required; Associate degree or technical coursework in IT preferred.
* 1-3 years of hands-on IT support experience in a help desk or desktop support environment.
* Strong customer service orientation with the ability to communicate technical concepts to non-technical users.
* Experience supporting Windows 11, Microsoft 365, Apple Devices, mobile devices, printers, and common business applications.
* Intune, Entra, and JAMF experiences is a plus.
* Working knowledge of ticketing systems, endpoint management tools, and basic networking concepts.
* Familiarity with IT asset management and inventory controls.
* Experience reviewing or coding IT-related invoices or coordinating with vendors and Finance is a plus.
* Strong organizational skills, attention to detail, and ability to operate effectively in a fast-paced, multi-location environment.
Job Type: Full-time
Pay: From $28.00 per hour
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Flexible spending account
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Application Question(s):
* Describe your experience supporting Windows 11, Microsoft 365.
* Do you have experience working with Intune, Entra, and JAMF? If so, describe that experience.
Education:
* Bachelor's (Preferred)
Experience:
* IT support: 3 years (Preferred)
Work Location: In person
About Duraflame, Inc