Systems Support Technician I

About the role

The Systems Support Technician 1 role provides technical support for end users, handling help desk tickets, troubleshooting issues, and ensuring prompt resolution of technical problems. The role involves a mix of desk-side assistance, system maintenance, and hardware/software configuration to ensure smooth system operations across various end-user environments.

Responsibilities

• Responds to calls and inquiries from computer system end users, providing technical assistance and troubleshooting a variety of hardware, software, and peripheral issues.
• Offers desk-side support to users, ensuring issues are resolved efficiently and effectively.
• Enters, tracks, and manages all help desk tickets in the problem tracking application, ensuring follow-ups are conducted in a timely manner to ensure successful problem resolution and user satisfaction.
• Configures, installs, maintains, and replaces end-user hardware and software as needed, working with various types of equipment.
• Handles system maintenance tasks such as monitoring disk usage, performing system backups, and ensuring smooth operation of computer equipment.
• Supports third-party applications, including but not limited to MS Office Suite, Windows OS, remote access, printers, and peripherals.
• Maintains security awareness to identify and mitigate common cybersecurity risks (e.g., phishing, malware).
• Ensures safe internet practices for users, educating them on safe browsing habits.

Requirements

• Basic knowledge of computer hardware, operating systems, and common software applications.
• Strong customer service and communication skills.
• Familiarity with ticketing systems and knowledge bases.
• Basic security awareness, including understanding common cybersecurity threats.
• Understanding of safe browsing practices and how to avoid security risks.
• Able to troubleshoot hardware/software issues effectively and maintain high levels of customer service.

Skills

• CompTIA A+ certification or equivalent technical certifications (preferred).

Qualifications

• AA degree or enrollment in college-level courses (B.S. or B.A. preferred).
• Professional experience will be considered in lieu of formal education.
• Minimum of two years of experience in a help desk or technical support role, including working with the above-mentioned hardware and software components.

Benefits

This position offers medical, dental, and vision insurance, a retirement plan with employer match, paid time off, tuition assistance, benefits employee referral bonus program, paid holidays, disability, and life/AD&D for full-time employees, wellness programs, employee assistance programs, and more. Benefits are subject to change and may vary based on employment status.