Support Technician 1

Hoshizaki America•San Antonio, TX

13h•Onsite

About The Position

The IT Support Technician is responsible for providing comprehensive end-user support in a Microsoft Windows network environment. This role involves troubleshooting and resolving technical issues, maintaining high-level employee communication, and ensuring adherence to established support SLAs. The technician will contribute to daily ticket tracking, mentor team members, and ensure the accuracy of resolved tickets. Additionally, the role includes deploying new IT hardware, software, and network systems, as well as maintaining organized work and storage areas.

Requirements

Provide level-one desktop and application support to end users, whether on site or remote, via the phone, email, Teams and other communication methods as required.
Troubleshoot, build and deploy PC’s and printers as required.
Support all Microsoft Office products and other Lancer provided applications.
Independently identify, troubleshoot, document, and replicate user problems.
Outstanding interpersonal, communication, customer service, and problem determination skills.
Ability to troubleshoot Windows PC operating systems hardware, and peripherals.
Must be able to take initiative and work with minimal guidance.
Ability to manage multiple tasks and priorities including good time management skills.
Ability to mentor and assist in training less experienced Help Desk personnel
Minimum 1 year work experience in Information Technology maintaining networks in a Windows Domain and/or Active Directory environment.
Must have experience with Helpdesk software utilizing standard ITIL practices.
In-depth technical experience working with PC software, operating systems (Windows 10 & 11), PC hardware (Desktops, Notebooks), Software Applications (MS Office 365).

Nice To Haves

Certifications such as ITIL Foundation, CompTIA A+, Security+, or Network+ are a plus, but not required.
Experience with Dell and Lenovo equipment is highly desired.

Responsibilities

Respond to requests for technical assistance through the Lancer Helpdesk system.
Analyze, solve or escalate issues with IT hardware, software, services, and network systems.
Advise users on procedurally defined and/or optimal use of technical resources.
Follow and assist in the development of standard helpdesk practices.
Log all service interactions and document resolutions.
Prioritize support requests to achieve company objectives, escalate critical requests when appropriate.
Resolve problems and communicate with customers in a professional and positive manner, promoting a positive department image.
Assist in deployment of new IT hardware, software, services, and network systems.
Apply pre-defined permissions to folder directories.
Clean and organize IT work areas and storage areas as directed.
Track IT assets utilizing defined systems.
Work with outside technical support services.
Other duties as trained and assigned.