IT Technical Support Specialist

IT Technical Support Specialist- Denver- In Person

Hours:  Mo-Fri 8-5 (some after-hours may be required)

The IT Support Technician is 1Vision's on-site technology support in Denver and a first-line support resource for employees at every 1Vision location. This role resolves user, device, printer, and access issues in person in Denver and remotely for Houston, Jackson, Louisville, and other sites, and carries out hands-on work such as network cabling, security cameras, door access badges, and new-hire setup. The position reports to the Vice President of Information Technology and works alongside the Systems Administrators, escalating issues beyond first- and second-line scope with a clear diagnosis

Essential Duties and Responsibilities

• Receive, triage, resolve, and document incidents and service requests in Freshservice, keeping users informed and turning repeat fixes into knowledge articles.
• Support employees in person in Denver and remotely at all other 1Vision locations by phone, Microsoft Teams, and remote-support tools, sharing the support queue with the Systems Administrators.
• Set up, image, deploy, track, and maintain Windows laptops, desktops, monitors, docks, and mobile devices enrolled in Microsoft Intune with encryption and endpoint protection, and prepare retired equipment for secure disposal.
• Carry out onboarding and offboarding for new hires, transfers, and departures, including accounts, licenses, devices, and building badges, against approved HR requests and within required timeframes.
• Handle account and access requests in Active Directory, Entra ID, and Microsoft 365, including password resets, multifactor authentication, groups, mailboxes, and Teams, acting only on approved requests.
• Troubleshoot and maintain office and production printers, scanners, label printers, plotters, and print queues, and coordinate vendor service and supplies.
• Provide first-line support for production and business systems such as Business Central and Heidelberg Prinect, escalating application issues to the system owner.
• Install, configure, and maintain UniFi security cameras, and retrieve recorded footage for approved requests.
• Administer UniFi door access, including issuing and revoking badges on approved request.
• Run, terminate, test, label, and document low-voltage network cabling, and connect devices to switches and wireless access points.
• Troubleshoot network, Wi-Fi, VPN, and virtual desktop connectivity, and escalate infrastructure problems to the Systems Administrators with the steps already taken.
• Assist the Systems Administrators with patching, backup checks, and server and network maintenance, including scheduled after-hours maintenance windows.
• Perform other duties as assigned by management.

Required Qualifications

• At least one year of help desk, desktop support, or IT field technician experience, or equivalent technical training with hands-on practice.
• Hands-on troubleshooting of Windows 10 and 11 computers, printers, and common peripherals.
• Working knowledge of Microsoft 365, including Outlook and Exchange Online, Teams, OneDrive, and SharePoint, and of user and group administration in Active Directory or Entra ID.
• Networking fundamentals, including TCP/IP, DHCP, DNS, Wi-Fi, and VPN, and the ability to run, terminate, and test Cat5e and Cat6 cable.
• Experience working tickets in a help desk or IT service management system and writing clear ticket notes.
• Clear, patient communication with non-technical users in person, by phone, and in Microsoft Teams.
• Ability to manage several open issues at once, prioritize by business impact, and work with limited supervision.
• Ability to follow security and change procedures, including acting only on approved access requests.

Preferred Qualifications

• CompTIA A+, Network+, or Security+, or Microsoft MD-102 Endpoint Administrator.
• Experience with Microsoft Intune or Defender.
• Experience with UniFi or similar camera and door access systems.
• Experience with Fortinet or similar firewall and network equipment.
• Exposure to Windows Server, Group Policy, print servers, or virtual desktops such as Omnissa Horizon.
• PowerShell scripting for routine administrative tasks.
• Experience supporting a manufacturing, print, or warehouse environment.

Physical Demands and Work Environment

• On-site at the Denver facility, working in office, production, and warehouse areas.
• Work near operating production equipment, following site safety rules and wearing required protective equipment.
• Lift and carry up to 50 pounds, climb ladders, and work under desks, above ceilings, and in network closets.
• Occasional after-hours, weekend, or on-call work for urgent issues and planned maintenance.
• Occasional travel to other 1Vision locations.

Join our innovative team and enjoy a collaborative work environment that values continuous learning and professional growth. We offer competitive benefits and opportunities to develop your technical expertise in a supportive setting.

Medical, Dental, Vision, Life, 401K options available; PTO

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities required. This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

1Vision is an Equal Opportunity Employer and maintains a drug-free workplace. This company complies with ADA regulations as applicable.