Job description
Job Summary
The IT Support Technician delivers frontline support to EAW staff and student workers across on-site and remote locations. This role owns rapid triage and resolution of hardware, software, account, and connectivity issues; executes repeatable onboarding/offboarding; and maintains accurate documentation.
This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.
Roles & Responsibilities
- Incident & Request Handling:
- Triage, troubleshoot, and resolve tickets via Samanage within SLA (priority-based).
- Support via Teams, phone, email, and in person; document root cause and steps taken.
- Aim for first-contact resolution where possible; clearly communicate ETAs/next steps.
- Devices & Endpoint Management:
- Image, enroll, and deploy Windows laptops via Intune/Autopilot; apply baselines and required apps.
- Replace/repair peripherals (docks, monitors, headsets, keyboards, YubiKeys).
- Perform health checks (disk, patch, antivirus status) and remediate.
- Accounts & Access:
- Create, modify, disable accounts in Entra ID / on-prem AD per RBAC and least-privilege.
- Manage group membership, mailbox/shared mailbox access, distribution lists, and licenses.
- Collaboration & SaaS Support:
- Support Microsoft 365 (Outlook, Teams, OneDrive/SharePoint), Zoom, Slack, and other approved SaaS.
- Troubleshoot MFA/SSO issues, profile problems, meeting/device performance.
- Diagnose Wi-Fi/LAN/VPN problems; validate with basic tests.
- Knowledge & Documentation:
- Create/update KB articles for repeat issues; keep “How-To”s and SOPs current.
Education/Experience
- High school diploma or GED required; associate’s degree or equivalent technical coursework in IT/IS preferred.
- 1–2 years of hands-on IT support/help desk experience.
- Proficiency with Windows 11, Microsoft 365 (Outlook, Teams, OneDrive/SharePoint), and remote support tools.
- Working knowledge of Entra ID/Azure AD and on-prem AD for user/account management, group membership, and basic RBAC.
- Experience with Intune/Autopilot for imaging/enrollment and baseline policy/application deployment.
- Familiarity with Zoom and Slack; ability to troubleshoot MFA/SSO sign-in issues.
- Comfort with network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN).
- Security-minded practices: BitLocker, Microsoft Defender (AV/EDR), phishing triage and escalation.
$17 - $18 an hour
Non-Exempt
AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT:
Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment.
