Precinmac

IT Support

• Monitor and respond quickly and effectively to support requests received through IT helpdesk system using remote assistance, phone or email to resolve
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
• Determine the best solution based on the issue and details provided
• Walk through the problem-solving process and creating step-by-step training material for solutions
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in IT ticketing system
• Follow-up and update ticket status and information
• Pass on any feedback or suggestions to the appropriate internal team
• Identify and suggest possible improvements on procedures

IT Technician I

• Working under moderate to minimal supervision, the IT Technician II is responsible for advanced troubleshooting, system upgrades, end-user support, and hands-on hardware and software maintenance.
• This role provides elevated technical assistance, participates in IT projects, supports infrastructure improvements.
• The IT Technician is expected to diagnose complex issues, recommend solutions, and ensure a high level of service across the organization.
• Ensure, implement, and maintain CMMC compliance across systems and processes, including ongoing monitoring, documentation, and user support to meet mandated cybersecurity requirements.
• Serve as front line and escalation point for advanced technical issues beyond Tier I support levels
• Perform advanced troubleshooting across desktops, laptops, printers, network devices, and business systems
• Participate in IT infrastructure projects including deployments, upgrades, and system rollouts
• Perform root cause analysis and propose long-term corrective actions
• Assist in maintaining, updating, and improving IT documentation and procedures
• Mentor and provide guidance to IT Technician I team members
• Collaborate with vendors and internal teams to resolve complex issues
• Install, configure, and support a broad range of hardware and software systems
• Maintain accurate and detailed ticket records and ensure timely resolution of support cases
• Support cybersecurity initiatives including patching, antivirus, and security hardening

IT Technician I

IT Technician – On-site