Tier 1 IT Service Desk Technician

AirPro Diagnostics•Jacksonville, FL

17h

About The Position

AirPro Diagnostics is a leading provider of diagnostic scanning services for collision centers throughout the United States and Canada. Due to continued growth, our IT team is expanding. We are seeking a customer-focused Tier 1 IT Support Technician to join our team. The primary responsibility of this position is providing friendly, professional, and effective technical support to both external customers and internal employees, primarily through inbound phone calls. The ideal candidate must be comfortable handling a steady volume of calls, communicating with people of varying technical abilities, and remaining patient and professional while troubleshooting issues remotely. Strong customer-service and communication skills are essential. Technical knowledge is important, but the ability to listen, ask effective questions, clearly explain solutions, and provide a positive support experience is equally critical. Candidates must be available to work a flexible eight-hour shift Monday through Friday between 7:00 a.m. and 7:00 p.m., with occasional overtime as needed. This position offers an excellent opportunity to develop technical skills and grow within the organization.

Requirements

Two or more years of experience providing telephone-based support in a call center, help desk, or customer-service environment.
Strong customer-service skills and professional phone etiquette.
Excellent verbal and written communication skills.
Ability to remain patient, professional, and composed when assisting frustrated customers or employees.
Strong active-listening, problem-solving, and troubleshooting skills.
Ability to clearly explain technical information to nontechnical users.
Basic knowledge of computer hardware and computer assembly.
Experience supporting Microsoft Windows desktops and Microsoft Office applications.
Experience supporting common office equipment and peripherals.
Active Directory experience.
Willingness to learn, a positive attitude, and the ability to work effectively as part of a team.

Nice To Haves

Degree in Computer Science, Information Technology, or a related field preferred but not required.

Responsibilities

Answer inbound technical-support calls from external customers and internal employees while providing a professional and positive support experience.
Listen carefully, ask effective troubleshooting questions, and clearly communicate technical information to people with varying levels of technical knowledge.
Diagnose and resolve hardware, software, connectivity, and user-access issues.
Use remote-access tools such as ConnectWise Control and TeamViewer to assist customers and employees.
Accurately document support requests, troubleshooting steps, and resolutions in the ticketing system.
Escalate issues requiring advanced troubleshooting to System Administrators.
Provide desktop computer support, including workstation setup, equipment moves, software installation, and troubleshooting.
Support VoIP phones, including setup, provisioning, deployment, and troubleshooting.
Perform tablet maintenance, imaging, updates, software installation, and troubleshooting.
Provide limited Microsoft 365 user administration, including new-hire onboarding, email-group management, email-signature creation, password changes, and license assignments.
Evaluate returned diagnostic tools to determine their suitability for redeployment.
Collaborate with the manufacturing department on diagnostic-tool assembly and deployment.
Perform other duties as assigned.