IT Technical Support I

Duties And Responsibilities

• Primary support contact for all end-user technology-related support issues
• Provide support and problem resolution for all issues/requests
• Escalates issues/requests to appropriate staff as necessary
• Diagnose and resolve software and hardware problems or conflicts via telephone, remotely, or on-site in a timely, customer-focused manner
• Maintain Service Desk ticketing application and records daily and report on activity as required, including documentation of customer issues and resolutions
• Aid users with installation, configuration, and maintenance of software applications
• Aid users with the use of audio-visual equipment
• On-call for emergencies during evenings and weekends on a rotating basis
• Install, support, troubleshoot, and repair hardware and peripherals
• Aid with patches, version upgrades, and related documentation for all supported applications
• Aid in maintaining software and hardware inventory control
• Track hardware and software inventories

Qualifications

• High School Diploma
• General knowledge of computer hardware and interest in the IT field
• Computer literate, specifically Microsoft Office
• Willingness to learn and be trained on IT processes and procedures
• Punctuality and dependability is required
• Professional appearance, and excellent written and oral communication skills
• Strong customer service skills are essential
• The ability to multi-task, take direction and focus in a high-stress environment

Preferred Qualifications

• 1 year in a company’s technology department
• CompTIA Fundamentals Certified
• Microsoft Office Specialist Certified (Outlook and Word)

Schedule

In-office Monday through Friday with the hours of 8:00 AM to 5:00 PM PST, with a one-hour scheduled lunch break. Additionally, you will have a scheduled rotating remote shift on some Saturdays in which you’ll receive a day off during the week. There will also be a rotating after hours queue with the team.

Pay

Annual Base Pay Range for California: $65,000 to $70,000 Exact compensation may vary based on skills, experience, and location.

Benefits

Weaver Benefits At Weaver, our most valuable resource is our people. We take the time to evaluate our employees’ wants and needs and invest our resources accordingly. Weaver goes beyond offering competitive health benefits, such as medical, dental, vision, disability, life insurance, and a 401(k) plan. Learn more here – Weaver benefits. We support our employees by offering flexible scheduled time off (STO), a minimum of 56 hours of sick and safe leave, 11 holidays, and 2 scheduled recharge days!

About the Role

Position Profile Weaver is seeking an individual to fill the IT Technical Support I role in our growing internal IT department. This is an entry-level IT Service Desk position for assisting firm employees with application, software, hardware, network, and telephone questions. This person will receive and log customer interactions for incidents, service requests, and inquiries. They will also be responsible for routing service requests and incidents to the proper support group when issues should be escalated and rotating with team members on call system. This Technical Support I will be responsible for providing tier 1 support for low to medium-complexity issues and facilitating and communicating service outages (planned and unplanned). They will identify and resolve IT-related issues via telephone, email, remotely, or onsite in a timely, customer-focused manner. They will also assist IT Team with patches, upgrades, and setup and roll out equipment upgrades, as well as maintain software and hardware inventory control.

Requirements

This position requires the ability to lift light to heavy equipment on a regular basis. It also requires the ability to bend over/use step stools or ladders as needed to reach office materials and equipment.

Skills

High School Diploma

General knowledge of computer hardware and interest in the IT field

Computer literate, specifically Microsoft Office

Willingness to learn and be trained on IT processes and procedures

Punctuality and dependability is required

Professional appearance, and excellent written and oral communication skills

Strong customer service skills are essential

The ability to multi-task, take direction and focus in a high-stress environment

1 year in a company’s technology department

CompTIA Fundamentals Certified

Microsoft Office Specialist Certified (Outlook and Word)