Infrastructure & Support I

Role Overview

This role plays a critical role in ensuring the smooth day-to-day operation of the organization's IT infrastructure by providing first-line technical support to employees across the business. The position focuses on troubleshooting and resolving common hardware issues such as laptops, thin clients, and peripherals, while assisting with routine system check sand ticket resolution through Halo. Familiarity with Microsoft 365 applications is preferred to support basic user needs. This role emphasizes hands-on problem-solving and ensures reliable day-to-day operations across the organization.

Key Responsibilities

• Provide first-level technical support for end-user hardware, including 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 while meeting established Service Level Agreements (SLAs).
• Perform routine system checks, assist with basic system administration tasks, and escalate complex technical issues when necessary.
• Document troubleshooting steps, resolutions, and system updates, maintaining accurate support records and contributing to the IT knowledge base.

Qualifications 

• Bachelor's degree in Information Technology or related field required.
• Prior experience in a similar role preferred.
• Basic knowledge of Microsoft 365 applications (Teams, OneDrive, Office).
• Familiarity with hardware troubleshooting (laptops, thin clients, peripherals).
• Ability to use ticketing systems (Halo).
• Strong problem-solving and communication skills.
• Microsoft Fundamentals certification preferred. 
• Understanding of basic networking concepts, and experience with Windows OS and device setup.

If you are a proactive problem-solver with a passion for technology and delivering exceptional end-user support, we encourage you to apply and become an integral part of our growing IT team.

Sage Freight is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.