IT Technical Support-Level1

THE ROLE: Our team is looking for a candidate with an interest in technology and who works well in a customer-facing role that can patiently take the time to understand an issue in order to properly document it and can comfortably navigate a PC to perform basic troubleshooting

WHAT YOU’LL BE DOING:

§ Providing first level triage and technical support to employees through tickets and in-person at the support desk.

§ Analyzing technician (peer) workflows to identify areas of improvement and optimization. Identifying technician workflows which do not have supporting process documentation.

§ Assisting the IT team with system provisioning and device refresh/replacements.

§ Documentation writing.

§ Physical and Virtual asset stockroom maintenance.

§ Supporting IT project goals.

§ Helping to set up devices and accessories.

§ Communicating status updates with internal clients.

§ Ensuring that requests are being prioritized and closed in a timely manner.

§ Working alongside a senior IT technician who can assist you with any escalations and can provide guidance to advance your knowledge of IT support.

§ Learning and adhering to company policies and procedures regarding IT security and data privacy.

§ Engage in knowledge-sharing sessions and training to enhance technical skills.

§ Proficiency with the Windows operating system.

§ Basic understanding of Windows troubleshooting.

§ Android/iOS familiarity.

§ Customer-oriented mindset.

§ Ability to take clear notes to capture problems correctly.

§ A general understanding of MacOS and Linux would be helpful but is not required

WHAT WOULD SET YOU APART:

§ PowerShell or command line (CLI) familiarity.

§ CompTIA A+ certification.

§ Familiarity with networking concepts (DNS, LAN, WAN)

WHO WE’RE LOOKING FOR:

§ Someone who can comfortably navigate a PC to perform basic troubleshooting.

§ People who can patiently take the time to understand an issue in order to properly document it.

§ Candidates who have an interest in technology and who work well in a customer-facing role.

§ Good communication skills, both verbal and written, for assisting users and documenting issues.

§ Ability to work in a team and learn from others.

§ Patience and a customer-focused attitude to help non-technical users.

§ Relevant education or training in a technology-related field such as Management Information Systems, Business Technology Management, or Information Technology is helpful but not required

§ 0-2 years of experience.