Support Technician I

The Support Technician I is a frontline responder responsible for providing technical assistance to end users in a fast-paced corporate environment. This role involves troubleshooting hardware and software issues, resolving service requests, and ensuring timely and accurate support to maintain user productivity. The technician works closely with other IT team members to escalate complex problems, contributes to knowledge base documentation, and upholds high standards of customer care while supporting a diverse range of systems and applications., * Respond to user support requests via phone, email, or ticketing system to ensure timely resolution.

• Diagnose and address hardware and software issues impacting desktops, laptops, mobile devices, and peripheral equipment.
• Aid with the setup and configuration of new equipment.
• Maintain comprehensive and accurate records of all support activities and resolutions.
• Escalate unresolved technical issues to higher-level support as necessary.
• Utilize solution articles and departmental resources to efficiently resolve technical challenges.
• Assist with inventory management of IT assets and related equipment.
• Ensure regular attendance and consistent availability per scheduling requirements.
• Support and uphold system standards across the organization.
• Embody and promote company values and organizational culture.
• Complete training initiatives in alignment with departmental practices.
• Provide on-site support at remote offices or project locations as needed.
• Perform additional duties assigned by management and leadership to meet the organization’s technological objectives.

• Associate degree in IT, Computer Science, or related field, or equivalent experience
• Over 1 year of technical support or help desk experience
• CompTIA A+ certification preferred

Critical Skills:

• Exhibits a strong orientation towards customer service.
• Possesses a foundational knowledge of computer hardware, operating systems, and commonly used software applications.
• Demonstrates proficiency in diagnosing and efficiently resolving technical issues.
• Applies critical thinking and advanced problem-solving abilities.
• Communicates effectively both verbally and in writing.
• Maintains organization and uses effective time management strategies.
• Shows a willingness to learn and adapt to emerging technologies.
• Works collaboratively and contributes positively within a team setting.
• Pays close attention to detail and ensures accuracy in documentation.
• Upholds high standards of ethics and maintains strict confidentiality.

• 100% Medical & Dental premiums paid for
• Health Savings Account (HSA) with Employer Contribution
• PTO & Paid Holidays
• 401k with match
• Life Insurance & Disability paid for
• Supplemental Benefits available