Job Description:

SnapIT Solutions is seeking a Workstation Support Technician II (Call Center Support) to provide advanced technical assistance for desktop systems, applications, and end-users within a dynamic environment. This role involves installing, maintaining, and upgrading workstation hardware, software, and operating systems, while ensuring reliability and efficiency across a large support base. The position focuses on call center support and requires strong troubleshooting skills, a customer-focused mindset, and the ability to resolve both simple and complex technical issues in a timely manner.

Key Responsibilities

• Provide technical support to end-users via phone, chat, email, and in-person interactions.

• Diagnose and troubleshoot workstation, software, and network issues in both on-site and hybrid environments.

• Install, configure, and maintain operating systems, Microsoft Office 365, and other core business applications.

• Set up and prepare new workstations, including user accounts, email configurations, and required software.

• Support and maintain printers, smartphones, tablets, audio-visual systems, and specialized devices.

• Coordinate workstation setups, relocations, upgrades, and hardware maintenance activities.

• Perform account management tasks such as password resets, user access permissions, and provisioning.

• Troubleshoot network connectivity issues and escalate to higher-level support as necessary.

• Maintain accurate documentation of support requests, resolutions, and inventory records.

• Educate end-users on basic troubleshooting and best practices to reduce recurring incidents.

• Ensure compliance with IT security standards, procedures, and policies.

• Contribute to user guides, documentation, and standard operating procedures.

• Stay informed on emerging technologies and best practices in workstation support.

• Prioritize tickets and requests based on urgency and impact to minimize operational disruption.

• Perform other duties as assigned in support of IT or organizational goals.

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology preferred.

• 1–2 years of hands-on experience in desktop or technical support.

• Strong proficiency in Windows 10/11, Microsoft Office 365, and related technologies.

• Familiarity with DNS, Active Directory, and VPN connectivity.

• Experience with SCCM, Citrix, or VDI environments preferred.

• Excellent communication skills with the ability to explain technical issues to non-technical users.

• Proven problem-solving ability and capability to perform under pressure.

• Strong organizational and multitasking skills in a fast-paced support environment.

• Customer-focused attitude with both face-to-face and remote support experience.

• Valid driver’s license required.

• Relevant certifications such as CompTIA A+, Network+, or Microsoft Desktop Support credentials are a plus.

• Soft skills including:

• Initiative and self-motivation

• Team collaboration and dependability

• Clear, empathetic communication

• Flexibility and adaptability in changing environments

Physical Requirements:

• Ability to lift and carry computer equipment up to 70 pounds.
• Comfortable with bending, kneeling, and working in tight spaces.

Work Environment:

• Primarily office-based, with on-site visits to departments and various locations.
• May require occasional after-hours or weekend work for critical issues or maintenance.
• Travel within the regional service area may be required (company vehicles provided).
• Schedule: Monday through Friday, 7:00 a.m. – 4:00 p.m. (with flexibility and potential overtime).

• Start Date: December 1, 2025
• End Date: May 28, 2027
• Compensation: $46,051.20 – $57,948.80 per year

Application Requirements:

• All resumes must contain the candidate's full legal name, current location, and citizenship status at the top.