IT Technician I

The Managed Services IT Technician I provides entry-level technical support to clients, assisting with troubleshooting, installations, and routine maintenance of hardware, software, and network systems. This role serves as the first line of support, escalating issues as necessary while maintaining excellent customer service., Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide first-level help desk support for managed services clients.
• Respond to and resolve technical tickets related to desktops, laptops, mobile devices, printers, and applications.
• Install and configure basic hardware, software, and peripheral equipment.
• Perform routine system monitoring, backups, and patch updates.
• Escalate unresolved issues to higher-level technicians or engineers.
• Document work performed in ticketing systems and maintain accurate client records.
• Support onboarding of new users, including account creation and access provisioning.

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

• Ability to maintain a professional demeanor
• Ability to evaluate situations and adjust to changing priorities
• Basic knowledge of Windows and/or Mac operating systems.
• Familiarity with Microsoft 365, Active Directory basics, and common business applications.
• Strong communication and customer service skills.
• Ability to follow procedures and escalate when necessary., * Candidate must be willing to reside near or commute to a Joink office (Currently within Illinois: Taylorville, Hillsboro; Indiana: Terre Haute)
• Associate degree in IT or related field, or equivalent work experience.
• 0-2 years of IT support experience.
• CompTIA A+ or similar entry-level certification preferred.
• Relevant certifications preferred (CompTIA Network+, Microsoft MCSA/Modern Desktop, Cisco CCNA).

WORKING ENVIRONMENT

• Office environment
• Must be able to work overtime with and without notice.