IT POSITIONS AT WALLACE

We are seeking a skilled and dependable IT Support Technician to serve as the primary point of contact for all technical support needs across the organization. This is a hands-on role responsible for managing day-to-day IT support, including end-user assistance, printer and device setup, desktop/laptop configuration, network troubleshooting, remote support, and coordination with our managed service provider (MSP).  This individual needs to be focused on delivering exceptional customer service to internal staff.  The ideal candidate is proactive, solutions-oriented, and comfortable operating independently in a dynamic environment.

QUALIFICATIONS:

• 2–3+ years in an IT support role (help desk, desktop support, or system technician) 
• Strong working knowledge of Windows OS, Microsoft 365, networking basics, and printer/device management
• Experience supporting remote/mobile users, especially on iOS (iPads)
• Basic knowledge of ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow)
• Comfortable working autonomously and coordinating with external MSPs
• Familiarity with Active Directory, Group Policy, basic networking, and endpoint security tools 
• Strong documentation, communication, and customer service skills
• IT certifications such as CompTIA A+, Network+, or Microsoft certs preferred but not required 
• Ability to prioritize tasks and manage time effectively
• Strong problem-solving and troubleshooting abilities
• Customer-service orientation with the ability to remain calm under pressure

RESPONSIBILITIES:

• Serve as the first and primary point of contact for all IT-related issues, requests, and support across the company

• Provide end-to-end technical support for hardware and software issues, including desktops, laptops, printers, mobile devices, and peripheral equipment 

• Respond to user requests via phone, email, or ticketing system in a timely and professional manner

• Document issues, solutions and updates in the help desk ticketing system.   

• Set up, configure, and troubleshoot Windows-based desktops and laptops, including driver installs, software packages, and system updates 

• Coordinate with remote users—particularly field-based sales staff using iPads—to resolve mobile device and access issues leveraging remote desktop tools or VPN access.  

• Support and troubleshoot network connectivity, basic routing/switching, and VPN or remote access issues 

• Administer and support Microsoft 365 applications, email, Teams, OneDrive, and SharePoint 

• Assist with user access management including password resets, account provisioning/de-provisioning, and security policies using Active Directory 

• Collaborate with our MSP for escalations, patching, configuration, backups, and cybersecurity activities 

• Maintain and update the IT asset inventory, software license documentation, and user hardware assignments along with ensuring a regular hardware refresh strategy.   

• Manage printer deployments, including installing drivers, configuring on network, and troubleshooting device-specific issues 

• Create and maintain internal IT documentation, procedures, and a user-friendly knowledge base 

• Contribute to onboarding/offboarding processes including provisioning devices and access to systems 

• Ensure endpoint protection and security compliance by coordinating patch management, antivirus updates, and MFA enforcement in collaboration with the MSP 

• Respond to reports of unusual activity reported from the MSP and assist with basic security incident response, including account lockouts, phishing reports, and device quarantine procedure 

WORK ENVIRONMENT:

• Primarily office-based
• May require occasional lifting of equipment up to 25 pounds
• Standard works hours with occasional off-hours support or on-call duties as needed
  

JOB TYPE: Full Time

SALARY: Target Compensation: $55,000 – $65,000

FULL TIME BENEFITS:

• 401(k)
• Health Insurance
• Dental and Vision Insurance
• Life Insurance
• Paid Time Off
• Retirement Plan
• Employee Discount