IT Support Technician

PRIMARY OBJECTIVE OF POSITION

The Onsite IT Technician provides hands-on technical support to Warehouse shop‑floor staff and local office operations across the different locations. This role is responsible for end‑user computing, hardware/software support, device management, peripheral maintenance, and coordination with centralized IT teams to ensure reliable daily operations. The technician serves as the primary on-site technical resource, resolving issues that require in‑person troubleshooting, advanced diagnostics, and direct interaction with technology users.

Key Responsibilities
End‑User Support & Workstation Management

• Install, configure, and support desktop/laptop computers, mobile devices, and peripherals in accordance with company standards and security policies.
• Responsible for PC imaging, deployment, and distribution, ensuring systems are properly configured, updated, and delivered to end users efficiently and according to company standards.
• Provide advanced troubleshooting and in‑person resolution for hardware, software, Windows OS, authentication, and network connectivity issues.
• Support seamless workstation integration with enterprise services including file servers, Microsoft 365, email, conferencing tools, application platforms, cloud services, and identity systems.
• Deliver new‑hire onboarding, device setup, account configuration, and user training on hardware/software best practices.
• Maintain and update endpoint devices, apply patches, perform general maintenance, and assist with lifecycle management and upgrades.

Shop Floor & Peripheral Support

• Support and maintain shop‑floor and office peripherals including printers, scanners, docking stations, monitors, label printers, barcode scanners, and specialized equipment.
• Diagnose and resolve device connectivity issues, print failures, driver problems, and hardware malfunctions.

Network & Connectivity Assistance

• Assist with resolving LAN/WAN connectivity issues, including DNS, DHCP, Wi‑Fi, IP conflicts, and cable/port tracing.
• Coordinate with Network Operations and vendors for escalated or infrastructure‑level issues.

Procurement & Asset Management

• Work with the procurement team to evaluate hardware/software needs, recommend solutions, and support purchasing activities.
• Maintain accurate documentation of endpoint inventory, LAN/WAN assets, telecom/cabling layout, and configuration records.

Compliance, Procedures & Continuous Improvement

• Follow all IT security standards, compliance requirements, and documented procedures.
• Ensure proper handling of data, devices, and credentials following organizational policies.
• Identify recurring issues, propose improvements, and contribute to a positive, proactive customer service experience.
• Perform additional tasks and project support assigned.

Position Requirements
Education & Experience

• Associate’s degree in IT, Computer Science, or related field; or equivalent certifications/experience (e.g., CompTIA A+, Network+).
• 3–5 years of IT or desktop support experience in a professional or technical environment.

Technical Skills

• Strong working knowledge of Windows 10/11, Microsoft 365, and common enterprise applications.
• Solid understanding of PC hardware, imaging processes, endpoint security, and device‑management best practices.
• Ability to troubleshoot and repair a wide range of workstation and peripheral hardware.
• Strong analytical and problem‑solving skills with attention to detail.
• Ability to multitask, prioritize, and work independently or within a team.

Preferred Qualifications
 

• Experience with Microsoft Azure, Microsoft Intune (Endpoint Manager), and Windows Autopilot for modern device provisioning and management.
• PowerShell scripting experience for automation or administrative tasks.
• Experience troubleshooting and configuring LAN connectivity, DNS, DHCP, Wi-Fi, basic routing, and network devices (switches, access points, routers) for end-user environments.
• Experience with Microsoft Azure, Intune (Endpoint Manager), and Windows Autopilot for modern device provisioning.
• Knowledge of VMware and virtualization is a plus

Physical Requirements
 

• Frequent sitting, reaching, typing, and handling of equipment; ability to perform repetitive motions and use common tools.
• Ability to lift/move up to 40 lbs independently, and heavier items in a team-lift setting.
• Sufficient vision and hearing to perform technical duties and assist users effectively.

Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.