IT Support Technician (Level I)
About The Position
The IT Technician (Level I) is a proactive, customer-focused role and the first point of contact for users experiencing technical issues. The technician handles basic troubleshooting, resolves common problems, and escalates more complex issues as needed. The role reports to the Vice President of Information Technology and has no direct reports. The technician receives and tracks requests through IT ticketing software, phone, or in-person contact; troubleshoots hardware, software, and network issues; supports user workstations and new-hire setup; maintains records and knowledge base articles; and provides basic guidance and training to end users. The position also includes monitoring system alerts, assisting with IT inventory, following up with users, and performing other assigned duties. The work takes place in an office environment and may involve prolonged sitting, repetitive hand and arm movements, occasional lifting of up to 20 pounds, frequent reaching, grasping, pushing or pulling, bending or twisting, and walking short distances or standing for meetings and other office activities.
Requirements
- High school diploma or equivalent.
- Basic understanding of Windows and macOS operating systems and common office applications.
- Strong problem-solving skills and ability to diagnose and resolve technical issues.
- Excellent communication and interpersonal skills, with a customer-service focus.
- Ability to work independently and handle multiple tasks effectively.
- Ability to demonstrate logical thinking, problem-solving, and decision-making skills.
- Sound judgment, self-motivation, and ability to prioritize key requirements in a fast-paced and demanding environment.
- Fluency in reading, writing, speaking, and understanding English.
Nice To Haves
- Associate’s degree in Information Technology or a related field.
- Previous experience in a customer service or technical support role.
Responsibilities
- Serve as the first point of contact for IT support requests received through ticketing software, phone, or in person, ensuring requests are logged and tracked.
- Resolve common hardware, software, and network issues.
- Guide users through routine problems and answer basic technical questions.
- Monitor system alerts and notifications.
- Perform initial diagnostics to identify and address issues.
- Coordinate new-hire setup with Human Resources and the hiring manager.
- Assist with setup, configuration, and maintenance of user workstations, including software and peripheral installation.
- Maintain accurate, detailed records of support interactions and resolutions.
- Update and manage knowledge base articles for common issues.
- Identify and escalate complex issues to the Vice President of Information Technology or designate.
- Follow up with users to ensure issues are resolved to their satisfaction.
- Provide basic training and guidance to end users on standard software applications and IT best practices.
- Assist with IT inventory management, including tracking and maintaining hardware and software assets.
- Perform other duties outside the role’s scope as assigned and required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
