Infrastructure & Support I

This position is essential for maintaining the smooth daily operation of the organization's IT infrastructure by delivering first-line technical support to employees across various departments. The role primarily involves troubleshooting and resolving common hardware issues, including laptops, thin clients, and peripherals. Additionally, the incumbent will assist with routine system checks and manage ticket resolution through the Halo system. A working knowledge of Microsoft 365 applications is important to support basic user requirements. This hands-on role demands strong problem-solving skills to ensure reliable IT operations throughout the organization.

Key Responsibilities

- Provide first-level technical support for end-user hardware such as laptops, thin clients, monitors, printers, and other peripherals.
- Troubleshoot and support Microsoft 365 applications, including Microsoft Teams, OneDrive, Outlook, and other Office applications.
- Respond to, prioritize, and resolve support requests through the Halo ticketing system, ensuring compliance with established Service Level Agreements (SLAs).
- Perform routine system checks and assist with basic system administration tasks, escalating complex technical issues when necessary.
- Document troubleshooting steps, resolutions, and system updates accurately to maintain support records and contribute to the IT knowledge base.

Required Qualifications

- Bachelor’s degree in Information Technology or a related field.
- Basic knowledge of Microsoft 365 applications such as Teams, OneDrive, and Office.
- Familiarity with hardware troubleshooting for laptops, thin clients, and peripherals.
- Experience using ticketing systems, specifically Halo or similar platforms.
- Strong problem-solving abilities coupled with effective communication skills.
- Understanding of basic networking concepts and experience with Windows operating systems and device setup.

Preferred Qualifications and Benefits

- Prior experience in a similar technical support role is preferred.
- Microsoft Fundamentals certification is a plus.

If you are a proactive problem-solver with a passion for technology and committed to delivering exceptional end-user support, this role offers an excellent opportunity to become a vital member of a growing IT team.

Sage Freight is an equal opportunity employer that values diversity and inclusion. We are dedicated to fostering a workplace where all employees feel respected and supported. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.