Seasonal IT Technician - Full-time / Part-time

Job Summary The IT Support Technician delivers frontline support to EAW staff and student workers across on-site and remote locations. This role owns rapid triage and resolution of hardware, software, account, and connectivity issues; executes repeatable onboarding/offboarding; and maintains accurate documentation. This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.



Roles & Responsibilities

Incident & Request Handling:

Triage, troubleshoot, and resolve tickets via Samanage within SLA (priority-based).

Support via Teams, phone, email, and in person; document root cause and steps taken.

Aim for first-contact resolution where possible; clearly communicate ETAs/next steps.

Devices & Endpoint Management:

Image, enroll, and deploy Windows laptops via Intune/Autopilot; apply baselines and required apps.

Replace/repair peripherals (docks, monitors, headsets, keyboards, YubiKeys).

Perform health checks (disk, patch, antivirus status) and remediate.

Accounts & Access:

Create, modify, disable accounts in Entra ID / on-prem AD per RBAC and least-privilege.

Manage group membership, mailbox/shared mailbox access, distribution lists, and licenses.

Collaboration & SaaS Support:

Support Microsoft 365 (Outlook, Teams, OneDrive/SharePoint), Zoom, Slack, and other approved SaaS.

Troubleshoot MFA/SSO issues, profile problems, meeting/device performance.

Diagnose Wi-Fi/LAN/VPN problems; validate with basic tests.

Knowledge & Documentation:

Create/update KB articles for repeat issues; keep “How-To”s and SOPs current.

Education/Experience

High school diploma or GED required; associate’s degree or equivalent technical coursework in IT/IS preferred.

1–2 years of hands-on IT support/help desk experience.

Proficiency with Windows 11, Microsoft 365 (Outlook, Teams, OneDrive/SharePoint), and remote support tools.

Working knowledge of Entra ID/Azure AD and on-prem AD for user/account management, group membership, and basic RBAC.

Experience with Intune/Autopilot for imaging/enrollment and baseline policy/application deployment.

Familiarity with Zoom and Slack; ability to troubleshoot MFA/SSO sign-in issues.

Comfort with network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN).

Security-minded practices: BitLocker, Microsoft Defender (AV/EDR), phishing triage and escalation.