IT Support Technician - I

The IT Support Specialist Tier 1 provides first-line technical support to end users, resolving common hardware, software, account, and connectivity issues. This role focuses on excellent customer service, accurate troubleshooting, and timely ticket resolution and escalation., * · Serve as the first point of contact for IT assistance via ticketing system, phone, chat, and/or email.

• · Troubleshoot and resolve basic desktop, laptop, mobile device, and peripheral issues (printers, docking stations, monitors, webcams, headsets).
• · Support common operating systems and productivity tools (Windows/macOS, Microsoft 365/Google Workspace, browsers).
• · Perform basic account administration:
• o Password resets, MFA assistance, account unlocks
• o User onboarding/offboarding tasks (access requests, group membership changes) per documented procedures
• · Workstation Setup & Deployment: Prepare and deploy new and replacement workstations by imaging/provisioning, applying security baselines and required software, validating functionality, and documenting asset details.
• · Diagnose basic network/connectivity issues (Wi-Fi, VPN, DNS, IP configuration) and coordinate with network/admin teams as needed.
• · Install, configure, and update software; assist with patching and endpoint security tooling as directed.
• · Document incidents, requests, and resolutions clearly in the ticketing system; create/maintain knowledge base articles.
• · Escalate issues to Tier 2/3 with complete troubleshooting notes, logs, screenshots, and steps taken.
• · Support meeting room / AV basics where applicable.
• · Follow IT policies, security standards, and change management procedures.

Do you have experience in Equipment troubleshooting?, * · 0-2 years of experience in IT support/help desk or relevant customer support role (internships accepted).

• · Strong troubleshooting fundamentals and ability to follow/run through diagnostic steps.
• · Familiarity with:
• · Windows 10/11 and/or macOS basics
• · Microsoft 365 (Outlook, Teams, OneDrive) or Google Workspace
• · Active Directory/Azure AD (Entra ID) fundamentals (users, groups, permissions) is a plus
• · Excellent communication and customer service skills; able to explain technical concepts to non-technical users.
• · Ability to prioritize tasks, meet SLAs, and work independently with good judgment.
• · Attention to detail in documentation and process adherence.
• Certifications (Expected to be completed within first 6 months): Microsoft (MS-900), JAMF 100

Preferred Qualifications

• · Certifications: CompTIA A+, Network+, ITIL Foundation.
• · Basic understanding of endpoint management tools (Intune, Jamf) and remote support tools.
• · Experience supporting MFA, VPN clients, and endpoint protection software.
• · Ticketing system - ConnectWise

Work Environment / Physical Requirements

• · Ability to lift and move IT equipment up to ~25-50 lbs (as needed).
• · On-call rotation for escalations and after-hours maintenance windows.
• · Occasional onsite client visits for network cutovers, hardware replacements, or critical incidents.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance