Support Technician, Tier 1 NJ

Job Summary

Key Responsibilities

• Answer incoming support calls, emails, and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system, ensuring accurate documentation.
• Aid with password resets, account unlocks, and basic system access requests.
• Educate users on IT best practices to prevent recurring issues.
• Maintain a high level of professionalism and customer service in all interactions.
• Follow company policies, procedures, and service level agreements (SLAs).

Preferred Qualifications

• Previous experience in a call center, helpdesk, or IT support environment.
• Familiarity with remote desktop tools and basic networking concepts.
• Strong problem-solving skills and the ability to adapt to new technologies.
• Experience supporting mobile devices and cloud-based applications.

Requirements

• Qualifications: High school diploma or equivalent (Associate’s degree or IT training preferred).
• Experience: 1+ year of experience in a customer service or IT support role (or relevant training).
• Technical Knowledge: Basic knowledge of Windows, macOS, Microsoft Office, and common IT systems.
• Troubleshooting Skills: Strong troubleshooting skills and ability to follow technical instructions.
• Communication: Excellent communication skills, both verbal and written.
• Task Management: Ability to multitask and work efficiently in a fast-paced environment.
• Ticketing System: Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus.