IT Support Technician- Service Desk

Full Timemid

Winchester, Virginia, US$60k – $70kPosted March 17, 2026

Salary Context

This role offers $60k–$70k. The median for Mid-level mobile roles is $85k–$130k (based on 74 listings). 40% below median.

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Job Description

Job Title: IT Support Technician – Service Desk

Department: Information Technology

Classification: Full Time, Exempt

Location: Winchester, VA

Melnor, Inc. is a rapidly growing leading supplier of high-quality Lawn and Garden products. Headquartered in Winchester, VA, we are dedicated to serving the North/Central/South American and European Lawn & Garden markets. We offer a rewarding work environment with growth opportunities while maintaining a small company, employee-focused atmosphere.

Job Summary

We are looking for an experienced and well-rounded IT Support Technician who can work independently and assist our Network/Systems Administrator and IT Manager in responding to IT Help Desk tickets from on-site and remote/traveling users, monitoring and managing our on-premises network & server infrastructure, Microsoft 365 cloud tenant, Windows & Macintosh PCs, mobile devices, printers/MFPs, label printers, patch management, change management, applications support and deployments.

Experience and Education:

Associate’s degree or coursework completed in Computer Science, Cybersecurity Management, or an equivalent combination of education, ITSM experience and technical certifications may be considered. Bachelor’s Degree is desirable.

Essential Duties and Responsibilities:

§ Provide professional and empathetic end-user support while following established protocols and ITIL best practices for troubleshooting, ticket generation and updates, escalations, issue/problem/incident management, change management, and vendor engagement for the following:

o PC hardware & peripherals (e.g., Lenovo, Apple)

o Operating System software (e.g., Windows 11, Mac OS 26, Windows Server 20xx, SUSE Linux Enterprise)

o Software applications (e.g., desktop, network shared, client/server, web-based, SaaS, PaaS)

o Mobile devices & apps (e.g., iPhones & iPads, Lenovo Android tablets, Zebra Android Scan Guns)

o AV solutions (e.g., Teams, projector, SmarTVs, cameras, speakerphones, Roku casting, remote controls)

o Printers & MFPs (e.g., Ricoh, Zebra Desktop USB/Ethernet Direct Thermal Transfer label printers, Intermec/Honeywell industrial Ethernet Thermal Transfer label printers, EPSON photo printer)

o digium D62 VoIP desk phones with embedded GigE Switch on SANGOMA SwitchVox 8.x IP PBX system

§ Complete PC builds and deploy Microsoft Windows 11 and Apple Macintosh OS X 26 desktops and laptops;

§ Primarily responsible for IT Asset & Inventory Management includes monitoring stock levels, labeling endpoints, as well as keeping IT MDF/Server Room, IT Storage Room, and IDFs clean and orderly;

§ Primarily responsible for administration, support, and user training for on-premises VoIP telephone system, voicemail mailboxes, unified messaging, contact center agent accounts and queues, extensions, DID phone numbers, system call-forwarding, emergency paging tests, and other telephony features;

§ Assist Network/Systems Admin, IT Manager & IT MSP+MSSP team with procurement, configuration, deployment, support & administration of:

o Active Directory Users & Computers, Microsoft Entra ID, password resets, Security Group and Distribution List Moves, Adds, Changes, & Deletions (MACDs),

o Microsoft 365, Teams, Entra ID P2, Exchange Online P2, Defender, Intune, and other Microsoft cloud tenants, admin centers, services & subscription licenses, click-to-run desktop apps, mobile & webs apps,

o Adobe Creative Cloud All Apps Professional Edition and Adobe Acrobat Pro subscription licenses, desktop, mobile and web apps via admin portal,

o Other desktop, network shared, Windows client/server, n-tier web-based software applications, as well as hosted/SaaS/PaaS solutions (N’sight powered by Tableau BI, StarShip, Asana, KnowBe4),

o Draft, review & send IT e-mail communications to individuals & groups inside & outside of Melnor Inc. to provide advance notice, reminders, current status, and post-action “all clear” notifications related to system maintenance, upgrades, incidents, and outages,

o Collaborative IT project management services to stakeholder users, department heads, & external consultants, including: Project Planning, Initiation, Management, Documentation and Reporting,

o Documentation of system user/functional and system/technical requirements for proposed & existing systems, workflows, testing & test results;

o Network infrastructure & structured cabling plant (e.g., switches, Wi-Fi Access Points, Ethernet LAN, VLAN segmentation, Wi-Fi 6 WLAN & SSIDs, sensors, monitoring & alerts, Meraki Cloud Management Dashboard, Domotz network telemetry box), and updates to network as-built documentation,

o BCDR Backup Appliance and Backup Jobs (e.g., VM snapshots, full backups & differentials, NWare SAP Backup Tool for HANA DB, NAS shares, cloud backups) and testing of Restore and DR capabilities,

o Mobile devices through and enrollment in solution, as well as MACDs in VZW & T-mobile portals,

o Cybersecurity and DLP measures, incident response, Anti-Phishing e-mail campaigns, Cybersecurity user training & tests, Keeper Security Enterprise Vault Password Manager, Keeper BreachWatch dark web scans & reporting, Keeper Privileged Access Management (PAM) solution, and Keeper Connection Manager (KCM) for external secure remote connectivity and session recording, and

o Ordering, shipping and receiving of IT hardware, peripherals, accessories, and supplies on company accounts, including warranty repairs & returns, and timely completion of Credit Card Request Forms.

§ Other duties as assigned

Required/Desirable Knowledge, Skills & Certifications:

§ - Working knowledge of Microsoft Windows 11 and Apple Macintosh OS desktop and laptop PC hardware components, firmware, drivers, and operating systems, native apps and web browsers;

§ - Working knowledge of Ethernet LANs, VLANs/subnets, OSI model, IP address, DHCP, DNS, & SMTP Relay network services, network protocols, Wi-Fi 6, Cat6/6A and Multi-Mode Fiber-optic structured cabling,

§ - Working knowledge of Microsoft Windows Server 20xx, Active Directory, SMB and NTFS file shares and share permissions, Services, and Patch Management,

§ - ability to analyze and resolve PC hardware, OS and software problems

§ - aptitude/ability and willingness to learn new technology

§ - ability to rapidly adjust/adapt to changing priorities

§ - ability to show empathy, understand the audience, and effectively communicate with a diverse group of associates, managers, executives, vendors and consultants

§ – discipline to follow instructions, ask questions as needed, and exercise sound judgement,

§ - Working knowledge of Linux GUI & CLI for SUSE Linux Enterprise 15 SP6, CentOS, CIQ Rocky Linux,

§ - Working knowledge of Apple iPhone smartphones, iPad tablets, iOS, native mobile apps & iCloud,

§ - Working knowledge of Zebra MC9xxx Android handheld scan guns & mobile browser,

§ - Familiarity with EDI inbound/outbound document exchange & EDI service providers,

§ – Previous hands-on experience deploying, managing & supporting SAP B1 ERP Suite v10.x

§ Administrative Experience, Support Skills, and/or Verified Technical Certifications/Credentials:

o A+ / Network+ / Security+

o ITIL v4/v5 Help Desk/Service Desk

o Microsoft Azure (AZ800 & AZ801)

o Microsoft Windows Server (MS102, MS104)

o Cisco Meraki Cloud Management Dashboard, Console Cisco Meraki Solutions Specialist (500-220 ECMS)

o Microsoft 365 Business Premium / E3 and Office Suite desktop, mobile and web apps (MS-900, MS-102)

o ITSM solution experience at IT MSP or on an IT Team (Datto/NinjaOne RMM, AutoTask PSA, IT Glue)

o SAP Business One v10.x ERP Suite for SAP HANA Windows Client/Server desktop app and add-ons

o SAP HANA DB v2.x database engine and SAP HANA Studio

Work Environment

· Work Hours: Monday – Friday 7:00 AM – 4:30 PM with 1-hour lunch break, over-time as needed

· After Hours work for designated weekly/monthly Maintenance Windows and emergencies as needed

· This is NOT a Help Desk role – requires responding to user needs at their desks, in the warehouses, attending morning warehouse Team huddles, and walking across 50-yard driveway between buildings in all weather

Physical Requirements:

· While performing the duties of this job, the individual is regularly required to sit, stand, and walk a minimum of 8 hours per day.

· Individuals may be required to reach above shoulder height, below waist or lift as required to access/install/remove equipment, store equipment, and/or work in MDF/Server Room & IDF spaces, under desks, 2 & 4-post equipment racks, and wall-mounted network rack enclosures. Must be capable of lifting up to 100 pounds. Proper lifting techniques are required.

· Work from rolling staircase in warehouse to access IDF Rack Enclosures and occasionally assist Maintenance Mechanic or cabling vendor with mounting SmarTV, but no ladder work.

The physical and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with/without notice.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year