Client Services Level 1 Technician / IT Support Technician Level 1

TTM • Saint Louis, MO

7d

About The Position

The Client Services Level 1 Technician serves as the first point of contact for end-user technical support, providing timely and professional assistance with hardware, software, and network-related issues. This role is responsible for troubleshooting and resolving Level 1 incidents, escalating complex issues appropriately, and ensuring exceptional customer service. The ideal candidate will demonstrate strong technical aptitude, excellent communication skills, and a customer-focused approach to IT support.

Requirements

• High school diploma or equivalent required
• Minimum 2-3 years of Help Desk or desktop support experience in a corporate environment
• OR equivalent combination of education, training, and hands-on technical experience
• Experience with ticketing systems and ITSM tools preferred
• Call center or customer service experience a plus
• Windows 10/11 (required)
• Microsoft Office Suite (365, 2019, 2016, 2013) - Required
• Microsoft Outlook, Teams, OneDrive
• Basic TCP/IP understanding
• DHCP, DNS basics
• Wired and wireless connectivity troubleshooting
• Troubleshooting: Systematic approach to identifying and resolving technical issues
• Technical Learning: Ability to quickly learn new technologies, applications, and processes
• Problem-Solving: Logical thinking and resourcefulness in finding solutions
• Documentation: Clear, accurate documentation of issues and resolutions
• Following Procedures: Ability to follow established troubleshooting guides and escalation procedures
• Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC including but not limited to: a) being able to identify ITAR product on the manufacturing floor and understand that access to these products and related technical data is restricted to only US Citizens and US Permanent Residents; b) recognition of Foreign Person visitors by badge differentiation; c) understand and follow authorization procedures for bringing foreign visitors into facilities (VAL); d) understand the Export and ITAR requirements for shipments leaving the US; e) manage vendor approvals for ITAR manufacturing and services.

Nice To Haves

• Associate degree in Information Technology, Computer Science, or related field preferred
• Relevant technical certifications (CompTIA A+, Network+, Microsoft certifications) preferred
• Windows 7/8 (helpful)
• Basic macOS knowledge (helpful)
• Web browsers (Chrome, Edge, Firefox)
• Adobe Acrobat Reader
• VPN clients
• Oracle applications (basic familiarity)
• Java-based applications
• Desktop and laptop troubleshooting and repair
• Peripheral devices (monitors, keyboards, mice, docking stations, webcams)
• Printers and print servers
• Basic understanding of computer components (RAM, hard drives, motherboards)
• Network printer configuration
• Remote support tools (Bomgar/BeyondTrust, Remote Desktop, TeamViewer)
• Ticketing/ITSM systems (ServiceDesk Plus, ServiceNow, or similar)
• Active Directory user administration (basic)
• ManageEngine Suite (ServiceDesk Plus, EndpointCentral)
• Mobile De-vice Management (AirWatch or similar MDM)
• VoIP phone systems
• SentinelOne or other antivirus/endpoint protection
• FTP, Telnet, basic command-line tools

Responsibilities

• Provide first-line technical support via phone, email, and ticketing system for company users
• Create and log all support requests in the ticketing system with accurate and complete information
• Perform initial problem diagnosis and guide users through step-by-step troubleshooting solutions
• Resolve Level 1 end-user issues including password resets, account unlocks, and basic application support
• Clearly communicate technical solutions to end-users in a user-friendly, professional manner
• Escalate more complex issues to Level 2 support or appropriate team members following established procedures
• Provide one-on-one end-user training and guidance as needed
• Contribute to knowledge base by documenting solutions and creating FAQ materials
• Meet or exceed Help Desk service level agreements (SLAs) and performance metrics
• Perform Active Directory user account maintenance (password resets, account unlocks, group membership)
• Assist with new hire account provisioning and termination processing
• Support VoIP phone system user administration and troubleshooting
• Assist users with mobile device management (AirWatch/MDM) for iPhone and Android activations
• Support WebEx Meeting Suite and other collaboration tools
• Maintain user access according to established security policies and procedures
• Install, configure, and set up end-user PC and laptop hardware, software, and peripherals
• Diagnose and resolve hardware issues including desktops, laptops, monitors, keyboards, mice, and docking stations
• Perform basic hardware repairs for equipment not covered by vendor maintenance agreements
• Coordinate timely repair of equipment covered by third-party vendor maintenance agreements
• Lift and move equipment up to 50 lbs. (with assistance for heavier items)
• Order, tag, deliver, and deploy new equipment following asset management procedures
• Install and troubleshoot Microsoft Office (365, 2019, 2016) and other approved desktop applications
• Resolve software installation, configuration, and performance issues – Assist with application updates and patches
• Support business-critical applications including Oracle, Java-based applications, and web browsers
• Diagnose and resolve network and local printer issues
• Install and configure printer drivers
• Assist with printer setup and connection troubleshooting
• Troubleshoot basic network connectivity issues (wired and wireless)
• Assist users with VPN connectivity and remote access issues
• Resolve email, internet, and network access problems
• Support remote access tools including Terminal Services, Remote Desktop, and Bomgar
• Assist with basic LAN cabling and network equipment installation (under supervision)
• Participate in rotating on-call schedule to provide after-hours support as needed
• Respond to critical incidents outside of normal business hours
• Maintain availability and responsiveness during assigned on-call periods
• Document all support activities in the ticketing system with detailed notes and resolution steps
• Create and update knowledge base articles for common issues
• Maintain accurate hardware and software inventory records
• Contribute to process documentation and procedure updates
• Deliver exceptional customer service with professionalism, patience, and empathy
• Maintain positive attitude and can-do approach to problem-solving
• Build rapport with end-users and establish trust through reliable support
• Follow up with users to ensure issues are fully resolved and satisfaction is achieved
• Demonstrate sensitivity and respect for diverse user populations
• Work closely with other IT team members to share knowledge and technical skills
• Participate in team meetings and contribute to continuous improvement initiatives
• Support team goals and collaborate effectively on projects
• Communicate proactively with Site IT Administrator and manager regarding site issues
• Share lessons learned and best practices with team
• Monitor and respond to incoming Help Desk tickets, calls, and emails
• Triage and prioritize support requests based on urgency and impact
• Document all support activities thoroughly in ticketing system
• Communicate status updates to users on open tickets
• Escalate unresolved issues to appropriate team members or Level 2 support
• Stay current on IT policies, procedures, and security practices
• Maintain technical skills through self-study and training
• Contribute to team knowledge sharing and best practices
• Support continuous improvement initiatives

Benefits

• TTM offers a variety of health and well-being benefit programs.
• Benefit options include medical, dental, vision, 401K, Flexible Spending Account, Health Savings Account, accident benefits, life insurance, disability benefits, paid vacation & holidays.
• Benefits are available 1st of the month following date of hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED