IT Support Technician

 Job Title: IT Support Technician (Part-Time)

Reports to: IT Infrastructure Manager

Location: Blue Bell, PA | Onsite, 2-3 days/week (Tues - Thurs)

OUR COMPANY

Jacob Stern & Sons Inc., a family-owned business with more than 160 years of industry leadership, provides specialty agri-chemical products worldwide and is known for compassion, humility, quality service, and a supportive environment where professionals can make a meaningful impact.

POSITION OVERVIEW

Jacob Stern & Sons Inc. is seeking a motivated, customer-focused Part-Time IT Support Technician to serve as the first point of contact for technology issues for Jacob Stern & Sons and Acme-Hardesty staff, including Blue Bell office and remote employees. This onsite role manages Tier 1 Help Desk tickets in Freshservice, resolves common hardware, software, Microsoft 365, AV, onboarding, and access-related issues, and escalates more complex matters with clear documentation and urgency.

Working under the Infrastructure Manager and alongside senior IT staff, the right candidate is hands-on, responsive, service-oriented, and brings a “see it, own it, solve it” mindset that keeps staff productive and the ticket queue moving.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Monitor, self-assign, prioritize, resolve, and document Freshservice Tier 1 incidents and service requests within SLAs, communicating professionally with users throughout the ticket lifecycle.
• Troubleshoot laptops, desktops, monitors, docking stations, printers, peripherals, Windows 10/11 issues, VPN connectivity, software installations, application errors, Microsoft 365 issues, password resets, MFA setup, and standard user environment needs.
• Stage, configure, deliver, and support end-user devices for new hires; assist with onboarding/offboarding tasks, access readiness, setup guides, mobile device setup, basic MDM enrollment, and equipment readiness communication.
• Maintain accurate hardware asset inventory records, perform basic repairs and component swaps, coordinate vendor RMAs as needed, and support drive mapping, printer configuration, and other onsite desktop needs.
• Perform routine conference room and AV readiness checks, including displays, audio, cameras, and Teams Rooms equipment, and provide on-demand support for meetings and presentations.
• Escalate Tier 2/3, security, infrastructure, or access-related issues to the appropriate IT team with clear documentation, urgency, and user impact; contribute resolved issues to the IT knowledge base.

DESIRED KNOWLEDGE, ABILITIES, AND SKILLS

• Hands-on, self-motivated problem solver with a “get it done” attitude, strong follow-through, and ability to manage and prioritize a ticket queue with limited supervision.
• Patient, customer-focused communicator who can explain technical issues clearly to non-technical users and collaborate effectively with senior IT staff.
• Detail-oriented and organized, with accurate ticket documentation, clear escalation notes, and dependable follow-up on open items.
• Minimum of 3 years of IT support/help desk experience or equivalent coursework/certifications; CompTIA A+, Google IT Support Certificate, associate’s degree in a technology-related field, or relevant certifications preferred.
• Hands-on experience troubleshooting Windows 10/11 hardware/software issues; familiarity with Microsoft 365 applications, ticketing/ITSM tools such as Freshservice, ServiceNow, or Jira Service Management, and Microsoft Entra ID/Azure Active Directory a plus.
• Basic networking knowledge, including Wi-Fi troubleshooting, VPN, and DNS concepts, a plus.
• Ability to lift 50+ lbs and maintain a valid driver’s license with dependable transportation.