IT Support Technician I

Teknor Apex Company; Pawtucket (RI); On-site; USD 52,000 - 68,000; Full time

Job summary

Teknor Apex Company is seeking an IT Support Technician in Rhode Island to provide frontline technical assistance for Windows, Microsoft 365, and endpoint devices. You will deploy, manage, and troubleshoot devices, assist with identity management, and maintain accurate records to meet SLAs.

The role requires 2–3 years of relevant experience, an associate degree in IT or related field, and relevant certifications.

Qualifications

• Proven experience providing end-user IT support.
• Experience with Windows/Office 365 and device management.
• Strong customer service and problem-solving skills.
• Ability to document steps and update knowledge bases.

Responsibilities

• Provides first-line technical support for Windows workstations, laptops, mobile devices, Microsoft 365, printers, VPN, and other end-user technologies.
• Performs endpoint deployment and lifecycle management activities including device staging and asset tracking.
• Executes identity and access management activities including MFA support.
• Troubleshoots endpoint hardware, OS, M365 apps, Intune, and business apps; escalates when needed.
• Maintains accurate service tickets and documentation; follows SLAs.
• Creates knowledge base articles and SOPs to improve first-contact resolution.
• Identifies recurring issues and suggests process improvements.
• Assists with software packaging and deployment using Intune, PDQ Deploy, or similar platforms.
• Adheres to cybersecurity and change management procedures; participates in on-call coverage.

Skills

Windows OS

Microsoft 365

Active Directory

Microsoft Intune

Customer service

Troubleshooting

Documentation

Teamwork

Education

Associate degree in Information Technology

CompTIA A+

Networking fundamentals

Tools

PDQ Deploy

Microsoft Intune

Entra ID

Job description

Rhode Island
Teknor Apex | RI Location
505 Central Ave.
Pawtucket, RI 02861, USA

Rhode Island
Teknor Apex | RI Location
505 Central Ave.
Pawtucket, RI 02861, USA

When Alfred Fain founded a small Rhode Island tire store in 1924, at the time no one could have predicted how Teknor Apex would become an international custom compounder sought out by companies around the world. After a nearly hundred-year journey that’s carried us through acquisitions and expansion, we now have nine U.S. locations, as well as operations in Belgium, Singapore, Germany, and China.

Throughout this global expansion Teknor has remained a privately held company, and today Fain’s grandson sits at the helm, maintaining the family’s tradition of fostering deep employee and customer relationships. These relationships are what allow us—together—to deliver customized compound solutions and help our customer’s create better products.

“Manufacturing is a team sport and we work together to achieve our goals.” ~Jon Fain

Join the team behind our custom compounds.

RESPONSIBILITIES:

• Provides first-line technical support for Windows workstations, laptops, mobile devices, Microsoft 365 applications, printers, peripherals, VPN connectivity, and other end-user technologies.
• Performs endpoint deployment and lifecycle management activities, including device staging, workstation deployments, hardware replacements, relocations, asset tracking, and equipment recovery.
• Executes approved identity and access management activities, including account unlocks, password resets, multi-factor authentication (MFA) support.
• Troubleshoots endpoint hardware, operating systems, Microsoft 365 applications, Microsoft Intune, and business application issues, resolving incidents within documented procedures and escalating complex issues as appropriate.
• Maintains accurate service tickets, asset records, and technical documentation while meeting established service level agreements (SLAs).
• Creates and updates knowledge base articles, work instructions, and standard operating procedures to improve consistency, knowledge sharing, and first-contact resolution.
• Identifies recurring support issues and recommends opportunities to improve operational efficiency through process standardization, improved documentation, automation, or enterprise endpoint management tools.
• Assists with software packaging, application deployment, endpoint configuration, and deployment validation using Microsoft Intune, PDQ Deploy, or other approved endpoint management platforms.
• Adheres to established cybersecurity, asset management, change management, and IT operational procedures to maintain a secure and compliant computing environment.
• Participates in rotational on-call coverage and collaborates with Infrastructure, Network, Cybersecurity, and Application teams to ensure timely resolution of customer issues.

REQUIRED EDUCATION:

• Associate degree in Information Technology or a related field preferred.
• Relevant technical certifications (CompTIA A+, Network+, Microsoft, etc.) are a plus.

REQUIRED EXPERIENCE:

• 2–3 years of Service Desk, desktop support, or related technical support experience.

SKILLS & CAPABILITIES:

• Strong troubleshooting and analytical skills.
• Excellent customer service and interpersonal communication skills.
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Basic understanding of Active Directory, Microsoft Entra ID, Microsoft Intune, and endpoint management concepts.
• Familiarity with Microsoft Intune, PDQ Deploy, or similar endpoint management platforms.
• Strong organizational, documentation, and time management skills.
• Ability to follow documented procedures while exercising sound judgment.
• Demonstrates a continuous improvement mindset by identifying opportunities to simplify work, improve processes, and enhance the end-user experience.
• Ability to work independently and collaboratively within a team environment.

PHYSICAL DEMANDS:

• Must be able to lift and carry up to 50 pounds.
• Must be able to perform workstation setups, equipment installations, and office relocations.
• Must be able to communicate effectively in person, by telephone, and electronically.
• Ability to perform time-sensitive troubleshooting activities.

WORKING CONDITIONS:

• Office environment requiring hands-on technical support.
• Frequent endpoint deployment and equipment handling.
• Participation in rotational 24x7 support coverage as required.

Teknor Apex is an equal opportunity employer and does not discriminate against any protected status under state or federal laws. Must be 18 years of age or older to work at Teknor Apex.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.