IT Operations Technician

About the Job:

At Lifebyte System, we are on a mission to redefine the future through cutting-edge technology and innovative problem-solving. We are seeking a proactive and detail-oriented IT Support professional to provide day-to-day technical assistance across the organization. This role is responsible for handling IT service requests and incident tickets, supporting hardware and software troubleshooting, maintaining IT assets, and ensuring users receive timely and effective technical support.

This position offers an excellent opportunity for someone looking to grow their career in IT support while gaining exposure to infrastructure, endpoint management, security practices, and enterprise productivity tools.

Key Responsibilities:

• Review, update, prioritize, and follow up on assigned tickets in a timely manner.
• Respond to and resolve incident tickets, including hardware, software, network, printer, email, login, and access-related issues.
• Handle service request tickets, such as user account setup, password reset, software installation, device preparation, access requests, and basic configuration changes.
• Ensure tickets are properly documented with troubleshooting steps, resolution notes, and closure details.
• Follow agreed SLA requirements and escalate tickets when issues cannot be resolved within the expected timeframe.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard business applications.
• Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and office productivity tools.
• Assist with onboarding and offboarding activities, including device setup, account creation, access removal, and equipment collection.
• Support basic MDM-related tasks, such as enrolling devices, checking device compliance, applying standard policies, and assisting users with mobile device issues.
• Perform basic troubleshooting for network connectivity issues, including LAN, Wi-Fi, VPN, and internet access.
• Maintain accurate records of IT assets, repairs, support activities, and ticket history.
• Prepare simple user guides, knowledge base articles, and support documentation when required.
• Follow company IT security, data privacy, and access control procedures.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field preferred.
• 2–3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations support.
• Hands-on experience handling tickets in an ITSM or ticketing system, preferably Jira Service Management.
• Understanding of common ITSM ticket types, including incidents, service requests, access requests, and escalations.
• Basic understanding of SLA, ticket priority, ticket status, escalation, and resolution timelines.
• Experience troubleshooting Windows and/or macOS devices.
• Basic knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshooting.
• Basic exposure to MDM tools such as Microsoft Intune, Jamf or similar platforms is an advantage.
• Good understanding of computer hardware, software, networking, and common office applications.
• Ability to document troubleshooting steps and ticket resolutions clearly.
• Strong communication skills with a customer-service mindset.
• Able to prioritize multiple support requests and follow up until resolution.
• Professional certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified, or related IT support certifications will be an advantage. 

• Celebrate your tenure with us! Receive generous milestone anniversary gifts that grow with each year of service.
• Join a vibrant workplace culture with fantastic team-building activities, fostering camaraderie and collaboration among colleagues.
• Prioritize your well-being! Access our Flexible Spending Account (FSA) for various health and wellness needs.
• We support you during difficult times. Receive one additional paid day off for each occasion of family bereavement.
• Cherish life's milestones. Enjoy paid time off for your marriage occasion.
• Welcome your newest family member with a special gift!
• Invest in your growth! Access annual training opportunities tailored to your role.