First Contact Technician IT support

About the role

The First Contact Team (FCT) Technician serves as the first point of contact for customers seeking technical assistance and support. This role is responsible for answering inbound customer calls, gathering relevant information, documenting issues accurately, and creating service tickets within the ticketing system. The FCT Technician plays a critical role in delivering exceptional customer experience while ensuring requests are routed efficiently to the appropriate support resources.

This is an excellent entry-level opportunity for someone who enjoys helping people, has a passion for technology, and is interested in building a long-term career in Information Technology. Successful team members will gain exposure to IT operations, customer support processes, troubleshooting techniques, and service delivery best practices that can prepare them for future technical support roles.

Responsibilities

• Answer inbound customer calls in a professional, friendly, and customer-focused manner.
• Create a positive first impression for every customer interaction.
• Effectively manage high call volumes while maintaining service quality standards.
• Route calls appropriately based on established procedures.
• Gather relevant information by asking thoughtful follow-up questions.
• Accurately document customer issues, requests, symptoms, and business impact.
• Create and categorize tickets within the ticketing system.
• Ensure ticket notes are detailed, professional, and complete.
• Follow established service desk procedures and documentation standards.
• Participate in training, coaching, and quality improvement initiatives.

Requirements

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Professional phone presence and communication style.
• Strong attention to detail and organizational skills.
• Basic understanding of computer hardware, software, and common technology concepts.
• Wants to build a career in Information Technology.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Ability to type and document information accurately while speaking with customers.

Qualifications

• Previous customer service, call center, reception, hospitality, or service desk experience.
• Familiarity with ticketing systems, CRMs, or PSA platforms.
• Associate degree, technical certification, or coursework in Information Technology.

Benefits

• Hybrid Work Options
• Paid Time Off and Paid Holidays
• Medical, Dental, Vision, and 401(k) with employer match contributions
• Stability to grow alongside hard-workers in a collaborative environment with opportunities to grow professionally

Work Environment and Physical Demands

Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Occasional lifting (up to 50 pounds and occasionally lift and/or move up to 50 pounds) may be required.

Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role.

The noise level in the work environment is moderate.

Local travel occasionally required.