Junior Service Technician

About the role

VLCM is seeking a Junior Service Technician to join our Services team. This entry-level role combines basic support for VLCM's internal users with the initial triage of inbound customer service requests. Working under the direction of VLCM's technical lead and other experienced resources, the Junior Service Technician will gather information, route requests, complete documented support tasks, and assist customers with basic technical issues. This is an opportunity to build practical IT experience while learning from an experienced technical team.

Responsibilities

• Monitor inbound service requests and perform the initial review of each ticket.
• Verify customer, contact, site, and equipment information and gather any missing details.
• Acknowledge customer requests and help coordinate scheduling and basic status updates.
• Categorize, document, and route tickets using established procedures and escalation guidelines.
• Maintain accurate ticket notes, statuses, assignments, and scheduling information in ConnectWise.
• Provide basic technical support for VLCM's internal users using documented procedures.
• Assist with workstation setup, software installation, equipment staging, inventory, and documentation.
• Assist customers with basic issues under the direction of the technical lead or another qualified resource.
• Escalate issues that require additional experience, access, or technical authority.
• Assist and shadow senior technicians on internal work and customer projects.
• Help maintain clear technical documentation and repeatable support procedures.

Requirements

• A strong customer service mindset and a professional, helpful communication style.
• An interest in technology and a genuine desire to learn and grow in an IT career.
• Basic familiarity with computers, Windows, Microsoft 365, common business software, and networking concepts.
• Strong organization, attention to detail, and the ability to manage several requests without losing track of follow-up.
• The ability to follow documented processes, accurately record work, and ask for help when needed.
• Good written and verbal communication skills.
• The judgment to protect confidential internal and customer information.
• A high school diploma or equivalent.
• Zero to one year of professional IT experience. Customer service, internship, lab, or personal technical experience is welcome.

Qualifications

• Related education, technical training, or hands-on experience is helpful but not required.
• Entry-level certifications such as CompTIA A+ are helpful but not required.

Pay

$19–$21 per hour

Schedule

Full-time, hourly