IT Support I
About The Position
The IT Support I role is responsible for providing first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance, especially during After Hour times. This role involves gathering information to create support tickets in our ticketing system, escalating tickets to support teams, troubleshooting and solving IT-related issues, responding to inquiries, and ensuring that end-users can work smoothly with their technology tools. The position also includes installing and updating software applications and hardware peripherals, troubleshooting network connectivity issues, educating end-users on best practices, and assisting in maintaining IT documentation.
Requirements
- High school diploma or equivalent; a relevant IT certification or degree is a plus.
- Proven experience in a customer-facing technical support role or relevant internship experience.
- Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace).
- Basic knowledge of computer hardware components, printers, and mobile devices.
- Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving.
- Ability to work independently and collaboratively in a fast-paced environment.
- A strong commitment to maintaining confidentiality and data security.
Nice To Haves
- CompTIA A+ or similar preferred
Responsibilities
- Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance during After Hour times.
- Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.
- Install, and update software applications, and hardware peripherals.
- Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries.
- Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently.
- Escalate complex or unresolved issues to dedicated support teams, ensuring timely and accurate handoff.
- Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.
- Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement.
Benefits
- Medical, dental, and vision plans
- Generous paid time off and holidays
- Health Savings Accounts (HSA)
- Flexible Spending Accounts (FSA)
- 401(k) plan with company contributions
- Employee Assistance Plan (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
