AirPro Diagnostics

IT Technician

• Answer inbound technical-support calls from external customers and internal employees
• Listen carefully, ask effective troubleshooting questions, and clearly communicate technical information
• Diagnose and resolve hardware, software, connectivity, and user-access issues
• Use remote-access tools such as ConnectWise Control and TeamViewer
• Document support requests, troubleshooting steps, and resolutions in the ticketing system
• Escalate advanced issues to System Administrators
• Provide desktop computer support, including workstation setup, equipment moves, software installation, and troubleshooting
• Support VoIP phones, including setup, provisioning, deployment, and troubleshooting
• Perform tablet maintenance, imaging, updates, software installation, and troubleshooting
• Provide limited Microsoft 365 user administration, including new-hire onboarding, email-group management, email-signature creation, password changes, and license assignments
• Evaluate returned diagnostic tools for redeployment suitability
• Collaborate with the manufacturing department on diagnostic-tool assembly and deployment
• Perform other duties as assigned

Tier 1 IT Service Desk Technician