IT Systems Technician

IT Systems Technician1. POSITION SNAPSHOT In this role you will serve as the primary onsite IT resource responsible for delivering reliable, high-quality technical support that enables employee productivity and operational continuity. You will manage day-to-day helpdesk support, user lifecycle processes, and hands-on infrastructure support across systems, devices, and networks. This role plays a critical part in ensuring seamless onboarding, minimizing downtime, and maintaining secure, well-documented IT environments as the organization scales. You will operate independently while collaborating with remote IT resources to continuously improve systems, processes, and user experience.This role reports to the: Director of Operations2. PRIMARY OUTCOMES Average ticket resolution time = 24 hoursFirst response time = 2 hours during business hoursNew hire setup completion rate = 100 percent by day oneUser satisfaction score = 95 percent on IT support feedbackSystem uptime = 99 percent for supported systemsIT asset tracking accuracy = 98 percentPercentage of tickets resolved without escalation = 85 percent3. CORE RESPONSIBILITIES Provide first-level technical support via phone, email, and in personTroubleshoot hardware, software, and network issuesManage full ticket lifecycle from intake through resolutionPrioritize and manage multiple support requests efficientlyProvision laptops, accounts, and system access for employeesManage user lifecycle across Active Directory, Microsoft 365, and Google WorkspaceAdminister user accounts, groups, and permissionsPerform password resets, account unlocks, and access requestsExecute secure deprovisioning and maintain asset trackingMaintain and update IT documentation and knowledge baseConfigure and deploy PCs, laptops, and mobile devicesSupport printers, peripherals, and office technology setupAssist with routine system updates and patchingSupport IT infrastructure including networks, servers, and cloud systemsEscalate complex issues and collaborate with external IT resourcesMonitor security alerts and assist with threat responseContribute to IT projects and process improvements 4. MINIMUM QUALIFICATIONS Education: Associate’s Degree in Information Systems, Information Technology, or equivalent practical experience Experience:  3 to 5 years of IT support or help desk experience Technical Skills:  Proficiency with Windows operating systems and common business applications Working knowledge of Active Directory and Microsoft 365 or Google Workspace administration Experience with ticketing systems and PC configuration Basic networking knowledge including TCP/IP, DNS, and DHCP   5. PREFERRED QUALIFICATIONS Preferred Experience: Experience supporting IT environments in a manufacturing setting Experience with endpoint security tools and incident response  Preferred Skills: Experience with Autotask, ServiceNow, Jira, or Zendesk Exposure to infrastructure support including servers and cloud platforms Experience improving IT workflows and documentation processes  6. SUCCESS COMPETENCIES & FUNDAMENTALS DELIVER LEGENDARY SERVICE: It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness and create a “WOW” factor for both internal and external customers.FIND A WAY: Take personal responsibility for making things happen. Be resourceful, show initiative, and focus on solutions rather than obstacles. See issues through to completion without making excuses.PRACTICE BLAMELESS PROBLEM-SOLVING: Maintain a solution-focused mindset. Learn from mistakes, improve processes, and prevent recurring issues by applying lessons learned.DELIVER RESULTS: Take ownership to ensure tasks are completed. Set goals, track progress, and follow through to achieve measurable outcomes.BE EASY TO WORK WITH: Be responsive, helpful, and collaborative. Simplify processes, provide clear communication, and make it easier for others to succeed.7. WORK LOCATION, SCHEDULE & TRAVEL Role Type: Full Time - ExemptLocation: Onsite, in person in Louisville, CORegular Schedule: Monday-Friday, 8am - 5pm Travel: Up to 10% (domestic)8. COMPENSATION & BENEFITS Compensation:  Annual Base Salary Range: $75,000 - $95,000 based on skills and experience  Health Benefits:  Optional health, dental, and vision insurance plus company-paid virtual and in-person primary care via Nice Healthcare Short- and long-term disability and accidental death and dismemberment insurance Company Benefits: 401(k) Plan with Employer Match Employee Stock Purchase Plan (ESPP) with company discount 10 annual company-paid holidays  3 weeks of Paid Time Off (PTO) accrued in first year Company-sponsored events & outings Weekly work-sponsored team lunch stipend Optional 9/80 work schedule (eligible after 90-day probationary period) 9. ABOUT FLACKTEKHeadquartered in Louisville, Colorado, FlackTek™ has delivered advanced materials processing solutions since 1996. We specialize in high-speed, bladeless centrifugal mixing technology — providing industry-leading performance across every stage of development, from R&D to full-scale production.Since 2019, we’ve designed and manufactured our systems and accessories in our state-of-the-art U.S. facility, combining decades of technical expertise with nationally sourced, high-quality components. The result: the most advanced centrifugal mixing systems on the market, capable of processing volumes from grams to over 1,200 kg per hour.FlackTek supports customers worldwide, along with a growing global partner network. What truly sets us apart, however, is our service. From initial demonstrations and model selection to implementation, in-depth training, technical support, and on-site maintenance, our team is committed to your success at every step.Whether you’re solving complex formulation challenges or scaling production, FlackTek delivers performance and support that goes far Beyond Mixing™.All employment offers are contingent upon successful completion of FlackTek’s pre-employment screening process, including a background investigation, pre-employment drug screening, and verification of eligibility to work in the United States.Employment with FlackTek is at-will. No manager, supervisor, or Human Resources representative has the authority to enter into any agreement for employment for a specified period of time or to make any agreement inconsistent with at-will employment.FlackTek anticipates the application window for this position will close approximately 30 days from the date the notice was posted. However, candidate flow and business needs may require the company to shorten or extend the application window.FlackTek is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.FlackTek is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the hiring process and during employment. If you require a reasonable accommodation to perform the essential functions of this role, please notify the company so that appropriate arrangements can be made.