IT Support Level 1

Are you a hands-on problem solver who enjoys helping others with technology? We are seeking an IT Support Level 1 to provide daily technical support, coordinate employee onboarding and offboarding, and help improve company processes through practical uses of AI and automation.

You will support employees across office and warehouse operations, manage requests through our IT Support Portal, and coordinate with our IT Specialist and managed service provider (MSP). This position reports to the Director of Operations, with technical guidance and training provided by the IT Specialist., What You’ll Do

• Provide Level 1 IT support: Troubleshoot routine issues involving Windows computers, Microsoft 365, email, printers, scanners, software, connectivity, and user accounts.
• Support onboarding and offboarding: Prepare equipment and approved system access, introduce new employees to basic systems and security practices, and coordinate access removal and equipment recovery under HR direction.
• Manage support requests: Monitor the IT Support Portal, prioritize tickets according to established guidelines, document troubleshooting steps, and keep employees informed through resolution.
• Coordinate technical escalations: Work with the IT Specialist and MSP on issues requiring advanced support, share relevant troubleshooting details, and follow up on outstanding requests.
• Help improve processes with AI and automation: Work with department managers to identify repetitive tasks, test approved tools, validate results, and measure time savings or error reduction.
• Train employees and maintain documentation: Create clear instructions, update support guides and equipment records, and cross-train with the IT Specialist to build knowledge of company systems.
• Protect company information: Follow security and confidentiality requirements, obtain required approvals for new tools and system connections, and maintain human review of outputs affecting business decisions.

• Hands-on experience in IT support, help desk support, or a similar role.
• Working knowledge of Windows computers, Microsoft 365, user accounts, printers, scanners, and basic networking.
• Practical experience using AI tools to improve work processes, with the ability to explain or demonstrate relevant examples.
• Strong troubleshooting, organization, communication, and follow-through skills.
• The ability to explain technical issues clearly to employees with varying levels of computer knowledge.
• Good judgment when handling confidential information and determining when to escalate an issue., * Associate degree in Information Technology, Computer Science, Computer Information Systems, or a related field preferred. Equivalent hands-on IT support experience or relevant technical training will also be considered. Certifications such as CompTIA A+ are a plus.
• Technical foundation: Demonstrated IT support knowledge through work experience, technical training, internships, or equivalent hands-on experience.
• Microsoft 365: Working knowledge of Outlook, Teams, Word, Excel, OneDrive, and SharePoint, including setup and basic troubleshooting.
• Windows: Experience setting up, configuring, and troubleshooting Windows 11 computers;
• Hardware and peripherals: Ability to set up and troubleshoot computers, monitors, docking stations, printers, and connected devices, with the ability to learn warehouse equipment such as barcode scanners and label printers.
• Basic networking: Understanding of Wi-Fi, Ethernet, IP addresses, and VPN connections, with the ability to troubleshoot common connectivity issues.
• IT ticketing systems: Ability to document, track, prioritize, and resolve support requests while keeping employees informed of progress.
• Remote support: Familiarity with remote troubleshooting tools and the ability to assist employees both remotely and in person.
• Security awareness: Understanding of multifactor authentication, phishing identification, secure password resets, and proper handling of confidential company information.
• Troubleshooting and escalation: Ability to follow a structured troubleshooting process, document findings, and escalate unresolved or higher-risk issues with sufficient detail.
• Communication and customer service: Ability to explain technical issues clearly to nontechnical employees and provide patient, professional support.
• Organization and prioritization: Ability to manage multiple requests and prioritize issues based on business impact, particularly interruptions to receiving, picking, shipping, and order processing.
• Documentation and equipment tracking: Ability to maintain clear support instructions, setup checklists, and accurate records of company devices and employee assignments.
• Learning and follow-through: Willingness to learn company systems, follow established procedures, and take ownership of support requests through resolution or a documented handoff., * Computer networking: 2 years (Required)
• Microsoft Office: 2 years (Preferred)
• Desktop support: 2 years (Required)
• SharePoint: 3 years (Required)
• ChatGPT: 2 years (Required)

• Competitive salary
• Comprehensive health benefits (medical, dental, vision)
• 401(k) plan with company contribution after one year
• Paid time off and holidays
• Opportunities for professional development and growth
• Join a dynamic and supportive team focused on technology-driven solutions.
• Opportunity to gain hands-on experience in IT systems and vendor management.
• Career development and training opportunities.

Equal Opportunity Employer:

We are committed to fostering a diverse and inclusive workplace where all employees feel valued, respected, and have the opportunity to grow and succeed. We provide Equal Employment Opportunities (EEO) to all employees and applicants for employment without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, veteran status, genetic information, or any other characteristic protected by law.

Pre-employment Process: Applicants who receive a conditional offer must satisfactorily complete a pre-employment background check in accordance with state applicable law.

Disclaimer on Pay ranges: The salary range mentioned is an anticipated base salary range for this position. Exact salary depends on several factors, such as experience, skills and education.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance