IT Support Technician

The Tiger Family of Brands is seeking a customer-focused and technically skilled IT Support Technician to provide exceptional day-to-day technology support across our organization. In this role, you'll troubleshoot hardware, software, network, and mobile device issues, support new employee onboarding, maintain IT equipment and security standards, and work closely with team members and vendors to keep our technology running smoothly. If you enjoy solving problems, delivering outstanding customer service, and making a meaningful impact in a collaborative environment, we'd love to have you working with Tiger.

Essential Duties and Responsibilities

• Assist in maintaining consistent laptop, desktop, and software standards

• Support all aspects of Tiger’s information technology infrastructure and network in order to provide the highest level of customer focus and service availability

• Support users by managing and prioritizing help desk/support tickets, including some after hours support which may include nights and weekends

• Responsible for resolving end user support requests (including, but not limited to, computers, mobile devices, copiers/printers, phones and software support) and other project work as needed

• Maintain and setup conference room equipment and assist with meetings and other events as needed

• Establish and maintain positive, effective relationships within the organization and with vendors

• Troubleshoot issues methodically, document findings, and escalate to senior IT staff or vendors when appropriate

• Research questions using available information resources

• Assist with onboarding and offboarding of users, including account setup and deactivation, and hardware provisioning

• Perform hardware repair and maintenance

• Track hardware and software inventory and assist with equipment lifecycle management

• Create and maintain knowledge base articles and internal IT documentation

• Support day-to-day security practices, including endpoint protection, password and multi-factor authentication (MFA) assistance, and prompt escalation of suspected phishing or other security incidents

• Follow department procedures and protocols for troubleshooting and resolving issues

• Work closely with the IT Team, both internal employees and external vendors to fulfill end-user needs

• Perform other duties as assigned, with occasional day travel to local Tiger locations