IT Support Technician

Ovation Workplace Services is seeking an IT Support Technician to help keep day-to-day technology running smoothly at its Hooksett, NH location. In this onsite role, you will support network performance, printer and infrastructure operations, and Level II desktop and end-user troubleshooting while following ITSM processes to document incidents and service requests.

This position focuses on maintaining a stable, reliable, and efficient IT environment through hands-on diagnostics across LAN, WAN, VPN, Wi-Fi, and Windows and macOS systems. You will also collaborate with senior engineers and external vendors for escalations and complex issues.

Key Responsibilities

• Monitor, maintain, and troubleshoot network connectivity across LAN, WAN, VPN, and Wi-Fi
• Diagnose and resolve network problems, including IP conflicts, DNS failures, and DHCP errors
• Configure and maintain routers, switches, and wireless access points
• Support network performance monitoring and identify bottlenecks to protect uptime
• Escalate complex issues with senior engineers and vendors when needed
• Maintain network documentation, diagrams, and incident records
• Support basic network security practices and access controls
• Provide remote connectivity support and ensure secure user access
• Install, configure, and maintain network and local printers
• Troubleshoot printer issues including driver errors, spooler failures, and hardware malfunctions
• Manage print queues, user permissions, and access controls
• Coordinate with third-party vendors for maintenance and repairs
• Assist with server room operations, including hardware setup, cabling, and rack installations
• Support infrastructure components at a basic level, including servers, storage devices, and backup systems
• Perform routine system health checks and preventive maintenance
• Maintain IT asset inventory and ensure proper hardware tracking
• Deliver Level II technical support for desktops, laptops, and end-user systems
• Troubleshoot hardware and software issues across Windows and macOS
• Perform system imaging, deployment, and configuration for new devices
• Support onboarding and offboarding, including account provisioning and access management
• Assist users with application issues, system access, and peripheral setup
• Troubleshoot devices such as monitors, docking stations, keyboards, and mobile devices
• Ensure incidents and service requests are logged and tracked in ITSM systems

Requirements

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; or an equivalent combination of education, training, and relevant experience
• Strong understanding of networking concepts: TCP/IP, DNS, DHCP, VPN
• Experience with Windows and macOS
• Knowledge of printer configuration and troubleshooting
• Familiarity with routers, switches, and wireless access points
• Experience with ITSM tools such as ServiceNow, Remedy, or Jira
• Basic understanding of server and infrastructure environments
• Knowledge of remote support tools and troubleshooting techniques
• Strong analytical and troubleshooting abilities across network, hardware, and software issues
• Ability to diagnose problems quickly and provide effective solutions
• Proactive approach to identifying and preventing recurring issues
• Ability to manage escalations and work under pressure

Preferred Qualifications

• 1 to 3 years of experience in IT support, network support, or infrastructure roles (preferred)
• Hands-on experience in enterprise IT environments is an advantage
• CompTIA A+, Network+, or similar certifications
• ITIL Foundation certification (plus)
• Candidates with valid U.S. work authorization, including those eligible under STEM, are encouraged to apply

Technologies

• LAN, WAN, VPN, Wi-Fi
• TCP/IP, DNS, DHCP
• Routers, switches, wireless access points
• ITSM tools such as ServiceNow, Remedy, or Jira
• Windows, macOS
• System imaging, deployment
• IT asset inventory tracking
• Active Directory
• Remote support tools
• Spooler failures
• Server room operations

Compensation and Benefits

Hourly salary: USD 22 to 25 per hour.

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Environment and Physical Requirements

• Reasonable accommodation will be made for qualified individuals with disabilities in accordance with applicable laws
• Regularly required to sit, stand, walk, and use hands to operate computers and office equipment
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds
• May require bending, kneeling, or crouching to install or service equipment
• Work is primarily in an office or data centre environment with moderate noise levels
• May require travel between office locations or client sites

Role Summary

The IT Support Technician plays a vital role in maintaining the stability, reliability, and efficiency of the organisation’s IT environment. The work includes supporting network operations, managing printers and infrastructure components, and delivering hands-on desktop and end-user support.

The role involves troubleshooting technical issues, ensuring seamless day-to-day IT operations, and collaborating with internal teams and external vendors. You will also contribute to operational efficiency by proactively monitoring systems, resolving incidents, and supporting core IT service management processes.

Disclaimer: This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.