IT Support Technician I

NHE, Inc.•Greenville, SC

9d•$23 - $26•Onsite

About The Position

The IT Support Technician I provides first-level technical assistance to customers and employees by phone, email, and remote troubleshooting. The role addresses questions and issues related to computer systems, software, hardware, networks, and other NHE systems; identifies root causes; guides users through solutions; and follows up to confirm resolution. Unresolved issues are referred to the next level of support. The position also helps maintain computer-system performance, installs and repairs hardware and software, runs diagnostic programs and reports, and assists with LAN and WAN troubleshooting. It documents tickets, customer updates, resolutions, and internal procedures; contributes to FAQs and training materials; and supports document storage on NHE’s website and intranet. The technician also prepares devices for deployment, removes NHE data before disposal, and ensures equipment is appropriately discarded, recycled, or donated when possible. This role is based at NHE’s corporate office in Greenville, South Carolina. It works in an office setting, with occasional outside exposure and travel during the workday, and follows a Monday–Friday, 8 AM–5 PM schedule. The work routinely involves standard office equipment, and the work environment is usually quiet.

Requirements

Experience in analysis, implementation, and evaluation of IT systems and their specifications.
Sound understanding of computer systems, including hardware, software, and networks.
Proven experience as a help desk technician or in another customer-support role.
Working knowledge of office automation products, databases, and remote-control tools.
Ability to diagnose and resolve basic technical issues.
Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
Training and experience in computer network systems and technologies, including the ability to demonstrate diagnostic techniques and preemptive strategies to maintain and optimize system operations.
Ability to work independently, use reference materials and resources effectively, estimate task completion times, and prioritize workload.
Excellent organizational skills and attention to detail, with an interest in problem-solving and recognizing patterns.
Strong written and verbal communication skills for communicating technical information to technical and non-technical personnel.
Proficiency in English.
Ability to apply mathematical concepts and operations to financial reporting projects.
Ability to understand organizational objectives, plans, operations, problems, and competition while staying current with information systems technology.

Nice To Haves

A database-management or related degree or certificate; 1–2 years of database management or related experience is preferred.
Experience with Zendesk and Yardi software.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance by phone or email, and direct unresolved issues to the next level of support.
Provide technical assistance for incoming questions and issues involving NHE computer systems, software, and hardware.
Troubleshoot remotely using diagnostic techniques and customer input to identify root causes and appropriate solutions.
Guide customers through problem-solving and follow up to confirm issues have been resolved.
Provide accurate information about IT products and services.
Record events, problems, customer status, and resolutions in logs or software.
Assist with creating and maintaining FAQs and training manuals, including step-by-step materials with screenshots for clients.
Relay customer feedback and suggestions about NHE systems and procedures to appropriate internal teams, and suggest procedural improvements.
Document internal procedures and assist with document storage on the NHE website and intranet.
Help maintain daily computer-system performance.
Install, modify, and repair computer hardware and software; install computers, peripherals, cables, and device wiring for users.
Clean devices before deployment and ensure they are wiped of NHE data and appropriately discarded, recycled, or donated when possible.
Run diagnostic programs and reports to identify and resolve recurring malfunctions.
Resolve technical problems involving LANs, WANs, and other NHE systems.