IT Support I

Job Summary

As the company’s level one support for both remote and onsite customers you will need to bring your time management and customer experience focus to work with you daily. You will be the first line of support for all networking, PC, Laptop, application issues and will be required to either resolve them or work collaboratively with the greater organization to see the issue through to conclusion. Through your strong communication skills, you will keep the end users updated on their issues as well as documenting problems through our ITSM system.

Key Responsibilities

• Provide first-level technical support to users via phone, email, or in person.
• Diagnose and troubleshoot basic hardware, software, and network issues.
• Aid with password resets, account unlocks, and basic system administration tasks.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Escalate unresolved issues to IT Support L2 or appropriate teams.
• Maintain and update ticketing system with details of issues and resolutions.
• Ensure adherence to service level agreements (SLAs) and response times.
• Support for software applications commonly used within the organization.
• Aid in setting up and supporting workstations for new employees.
• Document procedures and provide end-user training on basic technical issues.
• Maintain IT inventory records and ensure hardware availability.

Required Skills

• Excellent reading & writing skills
• Basic math skills
• Strong written & verbal communication
• Basic knowledge of Windows/MacOS, Microsoft Office Suite, and common software applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.

Preferred Skills

• CompTIA A+ or equivalent certification.
• Familiarity with ITIL practices is a plus.
• Experience in setting up and supporting workstations.

Education Requirements

• High school diploma or equivalent (Associate's degree or technical certifications preferred).

Physical Requirements

• Must be physically fit enough to regularly lift to 25 lbs. for duties (i.e., delivering computers, unpacking and rack-mounting equipment).
• Set up user workstations which require bending and kneeling.