IT Support I

Lockwood Industries, LLC dba Fralock•Milpitas, CA

13h•$28 - $33•Onsite

About The Position

As the company’s level one support for both remote and onsite customers, you will need to bring your time management and customer experience focus to work with you daily. You will be the first line of support for all networking, PC, Laptop, application issues and will be required to either resolve them or work collaboratively with the greater organization to see the issue through to conclusion. Through your strong communication skills, you will keep the end users updated on their issues as well as documenting problems through our ITSM system. If you are not afraid of variety of technical challenges, then this is the role for you. The IT Support I will ensure that the hardware, software and communications systems are suitable and fulfill the needs of the users within and outside the company. Performs duties to ensure proper operation and security of computer systems. Performs Service Desk functions and works in a team environment with other staff members to maintain infrastructure including 3rd party network consultants.

Requirements

Excellent reading & writing skills
Basic math skills
Strong written & verbal communication
Basic knowledge of Windows/MacOS, Microsoft Office Suite, and common software applications.
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
Ability to work in a fast-paced environment and prioritize tasks effectively.
Must be physically fit enough to regularly lift to 25 lbs. for duties (i.e., delivering computers, unpacking and rack-mounting equipment).
Set up user workstations which require bending and kneeling.
This position requires access to information controlled under the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR), the successful candidate must be a "U.S. person" as defined in the ITAR and EAR (which generally means (i) be a citizen or national of the United States; or (ii) be a lawful permanent resident of the United States; or (iii) have been admitted to the United States as a refugee, or have been granted asylum, as specified under applicable law.

Nice To Haves

CompTIA A+ or equivalent certification.
Familiarity with ITIL practices is a plus.

Responsibilities

Provide first-level technical support to users via phone, email, or in person.
Diagnose and troubleshoot basic hardware, software, and network issues.
Assist with password resets, account unlocks, and basic system administration tasks.
Install, configure, and maintain computer systems, printers, and other peripherals.
Escalate unresolved issues to IT Support L2 or appropriate teams.
Maintain and update ticketing system with details of issues and resolutions.
Ensure adherence to service level agreements (SLAs) and response times.
Provide support for software applications commonly used within the organization.
Assist in setting up and supporting workstations for new employees.
Document procedures and provide end-user training on basic technical issues.
Maintain IT inventory records and ensure hardware availability.