IT Support Technician

IT Support Technician

Role overview

Kelaca is seeking an on-site IT Support Technician for a client partner in Morrisville, NC. You will provide customer-focused technical support that keeps people productive, secure, and confident using their technology every day.

Working as part of a small, collaborative IT team, you will handle a steady flow of tickets, walk-up requests, and scheduled tasks. You will often be the face of IT for end users, so clear communication, follow-through, and a calmapproach under pressure are essential.

Key responsibilities

• Provide on-site and occasional remote Tier 1–2 support for end users across hardware, operating systems(Windows and macOS), mobile devices, and core applications.
• Log, categorize, and resolve incidents and service requests in the ticketing system, meeting agreed service levels and documenting work clearly.
• Perform initial troubleshooting and root-cause analysis, escalating to senior engineers or specialists when needed.
• Support onboarding and offboarding activities, including device build and setup, account access, permissions, andasset return.
• Maintain accurate records of IT assets (laptops, peripherals, and shared equipment), ensuring devices are tracked and maintained.
• Ensure office technology (workstations, printers, and conference-room AV) is set up correctly, tested regularly, and kept in working order.
• Provide user-friendly guidance and informal training on collaboration tools and security best practices.
• Contribute to improving documentation, checklists, and standard operating procedures.

What success looks like

• End users feel supported and comfortable reaching out for help.
• Tickets are well documented, accurately categorized, and resolved in a timely manner.
• Onboarding and offboarding are smooth, with devices and access set up or removed correctly and on time.
• Site IT assets are accurately tracked, with minimal lost or unaccounted-for equipment.
• Common issues decrease over time as fixes and guidance are documented and shared.

Skills & experience

You do not need to be an expert in everything from day one, but you should be confident working with, or ready tolearn, the following:

• End-user device support : Practical experience supporting Windows and macOS laptops, desktops, andperipherals in an office environment.
• Microsoft 365 : Working knowledge of Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.
  
• ITSM / ticketing tools : Experience using an IT service desk or ticketing system to log, track, and resolve incidentsand requests.
• Remote support : Familiarity with remote support tools to assist users who are not at your physical location.
• Mobile devices : Support for iOS and Android devices used by employees.
• Hardware and peripherals : Ability to set up, move, and support workstations, monitors, docks, printers, andother peripherals.
• Endpoint management (nice to have) : Exposure to tools such as Intune or similar.
• Conferencing technology : Experience supporting Microsoft Teams and meeting-room technology, includingresolving common video and audio issues.

Capabilities & behaviours

• Ownership mindset : You own tickets from initial report through to resolution or appropriate escalation, keeping users informed and updating documentation.
• Service-focused communication: You explain technical issues in clear, straightforward language and remain calmunder pressure.
• Collaboration : You work closely with other IT team members, sharing context when escalating issues andcontributing to a positive, low-ego team culture.
• Resilience and prioritization : You stay organized when handling multiple tickets and interruptions, using impactand service levels to prioritize.
• Professionalism and curiosity : You handle pressure without losing attention to detail and use new issues asopportunities to deepen your knowledge.

Operating environment

This is an on-site role based at a busy office location in Morrisville, NC. You will work in a mix of offices, meeting rooms, and shared spaces, supporting users who are primarily on site, with some remote collaboration.

The pace is steady, with peaks around the start and end of the day, new-hire start dates, and key business events. You will work within established IT policies and standards, with access to more specialized engineers for complex issues.

Employee value proposition

• Visible, hands-on role where your work directly affects how well people can do their jobs each day.
• Exposure to a variety of technologies across devices, collaboration tools, and office infrastructure.
• Structured yet collaborative IT environment, with clear processes and service expectations.
• Contract role with Kelaca as your partner, offering guidance and support throughout your engagement with the client.

Location & working pattern

Location : On-site in Morrisville, NC, at the client partner’s office.

Working hours : Core hours are approximately 8:30 am to 5:30 pm, with flexibility to start earlier; many people leave by around 4:30 pm, so earlier starts can be beneficial.

Travel : Minimal to no regular travel is expected.

If you are a hands-on IT Support Technician who enjoys solving problems for people, communicating clearly, and keeping technology running smoothly in a busy office, Kelaca would like to hear from you. Please contact your Kelaca representative or apply through the usual Kelaca channel, and the team will be in touch to discuss next steps.