IT Support Technician

All Lines Technology is seeking an onsite IT Support Specialist in Pittsburgh! The IT Support Specialist is responsible for providing technical assistance and support to users across the organization, including high-level executive leadership. This role involves troubleshooting hardware, software, video conferencing systems, Apple iOS/macOS devices, and network-related issues, ensuring optimal performance of computing operations, and delivering a high-touch, white-glove customer service experience.
Key Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and mobile devices (including Apple iOS and macOS platforms).
• Deliver white-glove, executive-level support to C-suite and senior leadership, ensuring professionalism, discretion, and urgency in all interactions.
• Respond to user inquiries regarding computer software, hardware, and mobile device operation to resolve issues efficiently.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Oversee the daily performance and reliability of computer systems and end-user devices.
• Set up equipment for employee use, including workstations, mobile devices, and conferencing tools, ensuring proper installation and configuration.
• Read technical manuals, confer with users, or conduct diagnostics to investigate and resolve issues.
• Escalate major hardware or software problems to vendors or specialized technicians as needed.
• Develop training materials and provide user training on hardware, software, and mobile device usage.
• Maintain records of data communication transactions, issues, resolutions, and installation activities.
• Provide support for audio-visual technology, including setup, troubleshooting, and maintenance of AV equipment for meetings, presentations, and executive events.
• Support AV technologies such as AirMedia, Zoom, Microsoft Teams, sound systems, and interactive whiteboards.
• Perform basic system administration tasks, including user account management, permissions, and group policy support.
• Perform basic network administration tasks, including configuring and troubleshooting devices, managing IP addresses, and supporting network security efforts.
• Support and manage Apple ecosystem devices, including iPhones, iPads, and MacBooks, ensuring seamless integration with enterprise systems.

Minimum Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field.
• Proven experience as a Computer Support Specialist or similar role.
• Strong technical background with advanced troubleshooting and problem-solving skills.
• Experience supporting Apple iOS/macOS devices in an enterprise environment.
• Demonstrated ability to provide high-level customer service, including executive (C-suite) support.
• Familiarity with multiple operating systems and platforms (Windows and macOS).
• Ability to troubleshoot and resolve hardware, software, mobile device, and networking issues.
• Excellent analytical, communication, and interpersonal skills.
• Ability to stay current with emerging technologies and train end users effectively.

Preferred Skills

• Experience with Windows Active Directory, Office 365, Remote Desktop Services, SharePoint, SQL, and application servers.
• Experience supporting Apple Business Manager, MDM solutions (e.g., Jamf, Intune), and mobile device management.
• Experience with Crestron solutions, Zoom, Microsoft Teams, and other conferencing platforms.
• Knowledge of network design, server architecture, and systems integration.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong organizational skills, attention to detail, and ability to prioritize in a fast-paced environment.
• Professional demeanor with the ability to interact confidently with executive stakeholders