Job Description

Position Title

IT Technician

Position Purpose

The IT Technician delivers responsive, high-quality technical support to associates across all offices. This role ensures reliable technology operation by resolving incidents, fulfilling service requests, and supporting deployments and asset management. The Technician serves as the primary contact for local support needs while executing consistent processes and communication firmwide.

Essential Functions

Resolve Support Requests Quickly and Professionally
- Respond promptly to incidents and service requests, ensuring courteous and efficient support.
- Diagnose and resolve a wide range of hardware, software, and access-related issues with accuracy and follow-through.
- Communicate clearly with users about progress, expectations, and resolution steps.
- Record accurate work details and closure notes in the service desk system.

Deliver Consistent, Standards-Based End-User Support
- Apply defined IT configurations, procedures, and standards in all support activities.
- Maintain consistency in workstation setup, peripherals, and application installations.
- Reinforce established security and compliance practices in daily operations.
- Promptly report suspected security incidents or policy violations through established escalation channels.
- Support a reliable, predictable user experience across all office locations.

Maintain Accurate Documentation and Clear Communication
- Document all troubleshooting steps, outcomes, and configuration changes.
- Contribute updates to shared knowledge resources and internal guides.
- Communicate effectively with the IT Support Lead regarding recurring issues or user feedback.
- Keep peers informed to ensure coverage and continuity of service.

Support System Staging, Deployment, and Asset Management
- Prepare, configure, and stage systems for new associates and hardware refreshes.
- Assist in imaging, setup, and deployment coordination across offices.
- Track assets through the full lifecycle to maintain inventory accuracy.
- Keep staging and storage areas organized, labeled, and deployment-ready.

Collaborate and Escalate Effectively with IT Peers
- Coordinate with the IT Support Lead for prioritization and escalation of complex issues.
- Work cooperatively with technicians in other offices to ensure seamless support coverage.
- Share technical insights and assist teammates to improve team capability.
- Demonstrate professionalism, patience, and clarity in all interactions.

Supervisory Responsibilities

None.

Collaborative Responsibilities

The IT Technician works closely with the IT Support Lead and peers across all offices to maintain consistent service standards and coverage. The role supports the IT Support Manager by executing established processes and communicating recurring issues or opportunities for improvement. Collaboration with Infrastructure and Innovative Solutions teams occurs as needed for system-level or application-specific support.

Physical Requirements

While performing the duties of this job, the associate is occasionally required to stand; walk; sit; use hands to operate, handle, maneuver and/or manipulate objects, tools or controls; reach with hands and arms; use manual dexterity to operate computer keyboard, calculator, and telephone; talk and hear; climb stairs; balance; stoop, kneel, and lift up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Minimum Requirements

Associate degree in Information Systems, Computer Science, or related field; or equivalent experience in IT support.
Two or more years of hands-on IT support experience, preferably in a multi-office environment.
Proficiency in troubleshooting Windows systems, Microsoft 365, and enterprise applications.
Strong communication, customer service, and documentation skills.
Ability to manage competing priorities and maintain professionalism under pressure.

Work Environment

While performing the duties of this job, the associate is generally in a typical office and outdoor environment and is exposed to weather conditions. The noise level in the work environment is usually moderate. This position requires travel to: visit clients, tour project sites, other TBS office locations and visit other field locations, and thus, is exposed to the noise, dust, smells, and other environmental factors present in such an environment. Nights away from home are required.

Hours of Work

This is a full-time, non-exempt position, requiring 40+ hours per week. Nights and weekend commitments to the organization, its associates and clients are required

T. Baker Smith

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