IT Support Technician

Requirements:

• High school diploma or equivalent.
• Basic understanding of Windows computers and common hardware, familiarity with Microsoft Office or Microsoft 365, and ability to perform basic troubleshooting.
• Strong problem-solving skills, technical curiosity, and willingness to learn.
• Good verbal and written communication skills, including the ability to explain technical concepts to non-technical employees.
• Attention to detail, organization, and the ability to manage multiple support requests and priorities.
• Ability to follow procedures, recognize when to escalate issues, and maintain confidentiality when handling sensitive information.
• Dependable, professional, and service-oriented approach.
• Professional IT experience is not required.
• Preferred, but not required: an associate degree or technical coursework in IT, computer science, cybersecurity, or a related field; CompTIA A+, Network+, or similar certification; or experience with Windows 11, Microsoft 365, Active Directory or Microsoft Entra ID, networking, computer repair, IT projects, ticketing systems, or IT asset management.
• Ability to work at a computer for extended periods; move and install IT equipment; work underneath desks or in equipment areas when needed; and travel between company locations when required.

Responsibilities:

• Provide Tier 1 support for employee hardware, software, login, connectivity, and peripheral issues, and escalate complex or security-sensitive matters to the IT Director.
• Troubleshoot Windows computers, related equipment, printers, scanners, Wi-Fi, network connections, VPN, and remote access.
• Help employees use Microsoft Outlook, Teams, OneDrive, SharePoint, Office, and other Microsoft 365 applications, including resolving routine account, access, synchronization, and authentication problems.
• Prepare and configure computers for new employees, support onboarding and offboarding, install approved software, and assist with password, account-access, and multifactor-authentication issues.
• Maintain equipment inventories and lifecycle records, and assist with workstation replacements, equipment moves, and hardware upgrades.
• Diagnose basic hardware failures, replace or upgrade approved components and peripherals, and support office and production technology such as label printers and barcode equipment.
• Assist with business-application troubleshooting under senior IT staff direction and document recurring issues and solutions.
• Follow cybersecurity policies and IT standards, help users with account security, identify and escalate suspected security incidents, and protect confidential information.
• Record support requests, troubleshooting steps, and resolutions; maintain hardware and software records; and update internal IT documentation.
• Assist with routine IT maintenance and technology projects, keep IT equipment and supplies organized, and perform other IT-related duties as assigned.
• Progressively handle common Tier 1 requests independently, prepare employee computers, resolve routine Microsoft 365 and hardware issues, maintain inventory, and accurately document or escalate more complex problems.

Technologies:

• Active Directory
• Hardware
• Support
• Microsoft 365
• Network
• Security
• SharePoint
• VPN
• Windows
• Office 365
• Mobile
• TCP/IP

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We are Novus Process Systems, and we are hiring a full-time, entry-level IT Support Technician I for our Information Technology department in Odessa, Texas. The role reports to our IT Director and includes guidance and training on our systems, security requirements, and procedures, with room to develop into a stronger technical support position. The position is on-site and pays $24–$27 per hour. Benefits include a 401(k), dental, health, vision and life insurance, an employee assistance program, flexible spending and health savings accounts, paid time off, and a referral program. We are an equal opportunity employer and make employment decisions based on job-related qualifications, performance requirements, and business needs; people with a criminal record are encouraged to apply.

last updated 43 week of 2026