IT Support Technician I

 

Position Overview

The IT Support Technician I provides front-line end-user support to Adaptive employees, including onsite and remote users.  In this role, you will serve as a key point of contact for end users, assisting with hardware, software, mobile devices, Microsoft 365, and other workplace technologies while following established support processes and procedures.

Working as part of the IT Support team, you will troubleshoot and resolve routine technical issues, document your work in the IT service management system, and escalate more complex issues when needed. You will also assist with workstation deployments, inventory management, user onboarding and offboarding activities, and ongoing improvements to support documentation and processes.

This role is ideal for someone who enjoys helping others, has a strong interest in technology, and is looking to build a foundation in IT support, troubleshooting, and enterprise technology operations.

Key Responsibilities and Essential Functions

• Provide front-line technical support to employees by responding to incidents and service requests in a timely and professional manner.
• Troubleshoot and resolve common hardware, software, mobile device, and peripheral issues, escalating more complex issues when appropriate.
• Support Mac and Windows workstations, Microsoft 365, Teams phones, and other approved workplace technologies.
• Manage assigned tickets through fulfillment or escalation while maintaining accurate documentation and user communication.
• Assist with workstation deployments, equipment moves, onboarding and offboarding activities, and other end-user support tasks.
• Follow documented processes to support user access management and maintain compliance with company policies and security requirements.
• Maintain accurate inventory records for company hardware and related assets.
• Contribute to support documentation and knowledge articles to improve the employee support experience.
• Identify opportunities to improve support processes, documentation, and service delivery.
• All other duties as assigned.

Position Requirements

Required:

• High school diploma or equivalent required
• 1+ year(s) of related experience
• Strong customer service mindset with a willingness to help others.
• Basic understanding of computer hardware, operating systems, and common business applications.
• Some technical support experience, coursework, internship experience, hands-on lab experience, or equivalent practical exposure.
• Ability to follow documented procedures and ask questions when clarification is needed.
• Strong attention to detail and ability to manage assigned work in a timely manner.
• Clear verbal and written communication skills, including the ability to explain basic technical information to non-technical users.
• Ability to work well in a team environment and accept coaching and feedback.
• Demonstrated willingness to learn new technologies, troubleshooting methods, and enterprise support processes.

Preferred:

• CompTIA A+, Network+, or similar entry-level certification.
• Experience supporting Mac and/or Windows devices.
• Basic understanding of computer networking concepts.
• Familiarity with Microsoft 365 for Windows and Mac platforms.
• Exposure to Active Directory, Entra ID, or similar identity/access tools.
• Previous experience using ServiceNow or another ITSM/ticketing system.
• Experience providing customer service in a professional, retail, help desk, or technical environment.

Working Conditions

Climate-controlled office environment, with occasional work in biological laboratories.

On-Site position

Physical Requirements

Able to lift 15+ pounds

Sufficient dexterity to assemble/repair computer hardware, peripherals, and associated furniture.

 

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Compensation

Hourly Rate: $27.17 - $40.72

Possible “other compensation” elements to include:

• equity grant
• bonus eligible