IT Support Assistant

Job Description

Job Description

Job Title: IT Support Assistant - POS & Access Setup

Reports to : Senior Engineer

Supervises: N/A

Date last edited: July 24th, 2025

Position Summary:

The IT Support Assistant is responsible for configuring and maintaining iPad and Access Point devices to support our department’s infrastructure. This entry-level position involves basic troubleshooting, device setup through MDM tools, and providing first-level support to users. The ideal candidate is detail-oriented, reliable, and comfortable working in a structured, process-driven environment.

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Key Performance Areas

Performance Measures

30%

Device Configuration

• Set up iPads using Apple Configurator and Addigy MDM
• Set up and label wireless access points
• Ensure proper device assignment and network registration

30%

Maintenance & Troubleshooting

• Monitor device health and connectivity
• Perform routine checks and updates on deployed systems
• Respond to and resolve basic device-related tickets

20%

Documentation & Compliance

• Follow established procedures and update logs consistently
• Maintain records of deployed hardware and software configurations
• Assist with asset tracking and inventory control

20%

Support & Collaboration

• Provide support for user inquiries regarding iPads and Access Points
• Collaborate with IT staff to escalate and resolve more advanced issues
• Maintain positive and helpful communication with internal teams
• Learn and apply new technologies used in our infrastructure

Education:

• High school diploma or equivalent required
• Additional coursework or certification in IT support, networking, or device management preferred

Experience:

• 1–2 years of experience in an IT support or helpdesk role
• Experience with Apple Configurator and MDM systems
• Knowledge of basic IT principles and networking

Competencies:

Operations Knowledge – Thoroughly understands the operational procedures for his/her position and how they affect or relate to other departments in the company. Serves as an expert for others.

Product Knowledge – Has a broad knowledge of the products and services offered. Is aware of the features and pricing of the products and services they support. Is able to recommend the appropriate product or service that will meet the customer’s needs.

Compliance Knowledge – Extensive understanding of general and department-specific regulations. Serves as a compliance resource for the team.

Sales & Service – Guides the team to achieve goals while ensuring excellent customer service. Maintains professional communication and positive customer relationships

Teamwork – Able to build morale and group commitments to goals and objectives; Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.

Computer Skills – Demonstrates a solid understanding of the technology utilized in his/her position. Consistently looks for ways to use technology to create efficiencies. Able to troubleshoot minor problems. May serve as an expert to others.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activity

Definition

Physical Strength

Employee must be able to stand and/ or sit for periods of time while waiting on customers. Employee may be required to walk, reach, lift, carry and bend. This job also requires the ability to lift and/or move up to 15 lbs. Occasionally, may need to lift more than 15 lbs.

Finger Dexterity

Employee will have to use fingers to make small movements, such as typing, picking up small objects, or pinching fingers together.

Talking

The ability to convey information accurately by speaking to customers and other employees.

Hearing

Able to hear average or normal conversations and receive ordinary

information.

Visual Abilities

Specific vision abilities used by this job are close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

*Employer reserves the right to change this job description at any time, should business needs arise.