IT SUPPORT TECHNICIAN I

Big Sandy Superstore • Ashland, KY

6d

About The Position

The IT Support Technician I is the first point of contact for technology support across Big Sandy. This entry-level, ticket-driven role answers incoming calls and tickets, resolves common issues at first contact, and documents and routes issues requiring deeper support to Tier 2 or the systems team. Success is measured by responsive first contact, accurate ticket documentation, and promptly routing issues to the right person.

The Technician supports user accounts and devices, provides hands-on assistance at a Big Sandy office and, when needed, at store locations, and assists Tier 2 and field staff with rollouts and installs as directed. The role also maintains accurate ticket notes, asset records, and how-to documentation, contributes common fixes to the knowledge base, and follows security procedures on every ticket.

Requirements

• High school diploma or GED equivalent.
• 0 to 1 years in a help desk, customer support, or technical support setting, with strong aptitude and willingness to learn.
• Clear, patient communication with non-technical users, in person and on the phone.
• Dependable and organized, with the ability to document work accurately.

Nice To Haves

• CompTIA A+ or a Google Workspace / IT support certification.
• Coursework toward an IT-related credential.
• Information technology or a related field, or equivalent interest and aptitude; a formal degree is not required.

Responsibilities

• Answer incoming calls and tickets, resolve common issues at first contact, and route issues needing 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 a Big Sandy office and, when needed, at store locations.
• Assist Tier 2 and field staff on rollouts and installs as directed.
• Keep ticket notes, asset records, and how-to documentation accurate and current.
• Contribute common fixes to the team knowledge base to speed future resolutions.
• Follow security procedures on every ticket, including verifying identity before account changes, enforcing MFA, protecting credentials and customer data, and escalating suspicious phishing or security events.

Benefits

• Affordable health insurance with PPO 2000 or HSA 3000 plan options.
• Affordable dental insurance with no waiting period.
• Vision coverage at very little cost.
• Company-paid $10,000 life insurance policy.
• 401(k) plan with administrative fees paid by the company.
• Generous employee discount on all merchandise.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED