IT Support Technician

Position Summary

We are seeking a motivated and user-focused Tier 1 IT Support Technician to join our IT team. This entry-level position is ideal for someone with a passion for technology and problem-solving. The Tier 1 Technician will serve as the first line of support for end users, handling technical issues related to desktops, laptops, tablets, printers, Windows operating systems, Microsoft 365 applications, and various business-specific software. Support will be provided primarily over the phone, through remote tools, and occasionally in person.

Key Responsibilities

• Provide first-level technical support for hardware, software, and connectivity issues.
• Troubleshoot and resolve issues with desktops, laptops, tablets, printers, and phones.
• Assist users with Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
• Support Windows 10/11 operating systems: login issues, updates, performance, and user configurations.
• Address basic network connectivity problems (Wi-Fi, VPN, etc.).
• Log and track all support requests in the IT ticketing system.
• Follow documented procedures for issue resolution and escalation.
• Maintain clear and professional communication with users during issue resolution.
• Escalate unresolved or complex issues to other members in IT.

Qualifications

Required:

• High school diploma or equivalent.
• Strong communication skills and a customer service mindset.
• Basic technical knowledge of computer hardware, Windows OS, and Microsoft Office/365.

Preferred:

• 6 months to 1 year of experience in a help desk or desktop support role.
• Industry certifications such as CompTIA A+, Network+, or similar.
• Coursework or a degree in Information Technology, Computer Science, or a related field.
• Familiarity with IT support tools, business application environments, and common troubleshooting workflows across hardware, software, and network-related issues.

Work Environment & Schedule

• Standard office environment with occasional need to travel between departments or locations (6-hour maximum distance).
• Position may require occasional lifting of equipment (up to 50 lbs).
• Typical business hours with flexibility based on support needs.
• On-call availability required as part of a rotating schedule, including evenings and weekends as needed.

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