IT Support Technician I

BrandSource•Ashland, KY

2d•Onsite

About The Position

The IT Support Technician I is an entry-level, ticket-driven service desk role and the first point of contact for technology support across Big Sandy. The Technician answers incoming calls and tickets, resolves common issues at first contact, documents issues clearly, and routes matters requiring deeper support to Tier 2 or the systems team. Success is measured by responsive first contact, accurate ticket documentation, and timely routing to the appropriate support person. The role supports Google Workspace accounts, passwords, multifactor authentication and passkey enrollment, and routine access requests. It also involves preparing and handing off workstations, peripherals, and mobile devices using the standard secure baseline. The Technician provides hands-on support at the Big Sandy office and, when needed, at store locations, and assists Tier 2 and field staff with rollouts and installs as directed. The position maintains accurate ticket notes, asset records, and how-to documentation, and contributes common fixes to the team knowledge base. Security procedures must be followed on every ticket, including verifying identity before account changes, enforcing MFA, protecting credentials and customer data, and escalating suspicious phishing or security events. This is an in-house office position at the Resource Center in Downtown Ashland, Kentucky.

Requirements

High school diploma or GED equivalent.
Zero to one year of experience in a help desk, customer support, or technical support setting; strong aptitude and willingness to learn.
Clear, patient communication with non-technical users, both in person and on the phone.
Dependability, organization, and comfort documenting work accurately.

Nice To Haves

Interest or aptitude in information technology or a related field; a formal degree is not required.
CompTIA A+ or a Google Workspace or IT support certification.
Coursework toward an IT-related credential.

Responsibilities

Answer incoming support calls and tickets and resolve common technology issues at first contact.
Document issues clearly and route requests requiring deeper support to Tier 2 or the systems team.
Support Google Workspace accounts, passwords, MFA and passkey enrollment, and routine access requests.
Set up, image, and hand off workstations, peripherals, and mobile devices to the standard secure baseline.
Provide hands-on support at the Big Sandy office and, when needed, at store locations.
Assist Tier 2 and field staff on rollouts and installs as directed.
Maintain accurate and current ticket notes, asset records, and how-to documentation.
Contribute common fixes to the team knowledge base.
Verify identity before account changes, enforce MFA, and protect credentials and customer data.
Escalate suspicious phishing or security events.