IT Support Technician

Department: Information Technology

Location: Odessa, Texas

Reports To: IT Director

Classification: Full-Time Level: Entry Level

Position Summary

The IT Support Technician I provides frontline technical support to employees and assists with the day-to-day operation of the company's IT environment. This is an entry-level position designed for someone with strong technical aptitude, good communication skills, and a desire to build a career in information technology.

The technician will support end users, computers, mobile devices, printers, Microsoft 365 applications, and other business technology. The position will work closely with the IT Director and will receive guidance and training on company systems, security requirements, and IT procedures.

Professional IT experience is helpful but not required. Candidates with hands-on computer experience, technical education, certifications, home-lab experience, or a demonstrated ability to troubleshoot technology are encouraged to apply.

Essential Duties and Responsibilities

End-User Support

· Provide Tier 1 technical support for employees experiencing hardware, software, login, connectivity, and peripheral issues.

· Troubleshoot Windows workstations, laptops, monitors, docking stations, printers, scanners, and related equipment.

· Assist users with Microsoft Outlook, Teams, OneDrive, SharePoint, and Microsoft 365 applications.

· Troubleshoot common Wi-Fi, network connectivity, VPN, and remote-access issues.

· Escalate complex or security-sensitive issues to the IT Director.

User and Device Administration

· Prepare and configure computers for new employees.

· Assist with employee onboarding and offboarding activities.

· Install approved software and configure company applications.

· Assist with password resets, account access, and multifactor authentication issues.

· Maintain accurate computer, peripheral, and IT equipment inventory.

· Help track assigned equipment throughout its lifecycle.

· Assist with workstation replacement, equipment moves, and hardware upgrades.

Hardware and Application Support

· Diagnose basic computer hardware failures.

· Replace or upgrade approved components and peripherals when appropriate.

· Support office and production-related technology such as printers, scanners, label printers, and barcode equipment.

· Assist with troubleshooting business applications under the direction of senior IT staff.

· Document recurring problems and solutions.

Microsoft 365 Support

· Provide first-level support for Microsoft Outlook, Teams, OneDrive, SharePoint, and Office applications.

· Assist users with account configuration and basic access issues.

· Help employees resolve synchronization, authentication, and Microsoft 365 application problems.

· Escalate administrative, security, permissions, and tenant-level issues as appropriate.

Security

· Follow company cybersecurity policies and IT standards.

· Assist users with MFA and account-security issues.

· Recognize and escalate suspected phishing, malware, compromised accounts, or other cybersecurity incidents.

· Ensure company equipment is configured according to established IT standards.

· Protect confidential company and employee information encountered while performing IT duties.

Documentation and General IT Operations

· Document support requests, troubleshooting steps, and resolutions.

· Maintain accurate hardware and software records.

· Update internal IT documentation as procedures change.

· Assist with routine IT maintenance and technology projects.

· Maintain organized IT equipment, spare hardware, cables, and accessories.

· Perform other IT-related duties as assigned.

Minimum Qualifications

· High school diploma or equivalent.

· Basic understanding of Windows computers and common computer hardware.

· Familiarity with Microsoft Office or Microsoft 365 applications.

· Ability to perform basic computer troubleshooting.

· Strong problem-solving skills and willingness to learn.

· Good verbal and written communication skills.

· Ability to communicate technical concepts to non-technical employees.

· Strong attention to detail.

· Ability to manage multiple support requests and priorities.

· Ability to maintain confidentiality and appropriately handle sensitive company information.

· Dependable, professional, and service-oriented.

Previous professional IT experience is not required.

Preferred Qualifications

The following are helpful but not required

· Associate degree or technical coursework in Information Technology, Computer Science, Cybersecurity, or a related field.

· CompTIA A+, Network+, or similar entry-level certification.

· Experience supporting Windows 11.

· Familiarity with Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.

· Basic understanding of Active Directory or Microsoft Entra ID.

· Basic knowledge of TCP/IP, DNS, DHCP, Wi-Fi, and network troubleshooting.

· Experience building, repairing, or upgrading computers.

· Home-lab, school-lab, internship, or personal IT project experience.

· Experience with ticketing or IT asset-management systems.

Knowledge and Skills

The successful candidate should demonstrate

· Technical curiosity and willingness to investigate problems.

· Logical troubleshooting and problem-solving ability.

· Strong customer-service skills.

· Ability to follow established procedures.

· Ability to recognize when an issue should be escalated rather than making unauthorized changes.

· Ability to learn new hardware, software, and business systems.

· Good organizational and documentation habits.

· Professional communication with employees at all levels of the organization.

Physical Requirements

· Ability to work at a computer for extended periods.

· Ability to move and install desktop computers, monitors, printers, and related IT equipment.

· Ability to work underneath desks or in equipment areas when necessary for installation and troubleshooting.

· Ability to travel between company locations when required.

What Success Looks Like

Within the first several months, the IT Support Technician I should progressively become capable of independently handling common Tier 1 support requests, preparing computers for employees, resolving routine Microsoft 365 and hardware issues, maintaining IT inventory, and accurately documenting and escalating more complex problems.

This position is intended to develop into a stronger technical support role as the employee gains experience and demonstrates increasing technical competency.

Equal Employment Opportunity / Non-Discrimination

Novus Process Systems is an Equal Opportunity Employer. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other status protected by applicable law. Employment decisions are based on job-related qualifications, performance requirements, and business needs.

Pay: $24.00 - $27.00 per hour

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person